Order Management Specialist

Order Management Specialist

Advanced Instruments and Nova Biomedical are now united under one brand, Nova Biomedical, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.

The Order Management Specialist will be responsible for processing and managing customer orders and returns (RMAs), including providing delivery dates, issuing credit requests, and creating new customer ship-to accounts. This role involves consistent communication with customers through multiple channels, including phone and email, to ensure accurate order handling and a high level of customer satisfaction.

Responsibilities:

• Communicate with customers via phone, email and other channels
• Customer centric mindset. Ability to see situations from the customer's point of view.
• Manage and process customer orders, from beginning to end in SAP, EDI, and Esker and take ownership.
• Communicate backlog information to customers on an as needed basis.
• Meet individual goals/KPI's and contribute to team goals/KPI's
• Provide customers with product, pricing, and availability information
• Process credit cards
• Satisfy customer requests for price quotations
• Create new customer shipping accounts in SAP
• Manage customer issues through resolution
• Collaborate with warehouse team to expedite orders, minimize backorders, and provide order status to customers
• Communicate with appropriate finance team members to resolve billing issues
• Consult with other members of the Global Services team for assistance with part numbers, technical issues, and returns

Experience Requirements:

• Excellent communication skills
• Fluency in English
• Computer literacy
• Knowledge of Microsoft product suite
• Previous SAP or Esker experience a plus
• Some college preferred

Physical Requirements and Working Conditions:

• Ability to work at a computer for extended periods.
• Ability to lift and carry up to [2550] pounds as required
• Ability to communicate effectively via phone, video, and written communication.
• Ability to occasionally move about the office to access meetings or resources.

Why Work for Nova Biomedical

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

Work Location: Hybrid work schedule on-site in Billerica, MA 4 days/week on-site

Targeted Salary Range: $26 - $27/hour

Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate's experience and may vary based on individual factors such as location, skills, and education.

At Nova Biomedical, we're not just building instruments, we're powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care.

With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we're building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.

Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you'll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health.

EEO Statement:

Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.