Customer Service Order Management - Remote

Position : Customer Service Order Management - Remote Location : Franklin Lakes, NJ Duration : 6 Months Total Hours/week : 40.00 1st Shift Client: Medical Device Company Job Category: Customer Service Level of Experience: Entry Level Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)

Job Description

• As part of the North America Supply Chain organization, the International Order Management Analyst is responsible for coordinating the movement of shipments from the Distribution Center to client affiliates.
• The position will interface with key stakeholders (regional business units, distribution operations, and business unit supply chain) and facilitate the efficient & timely flow of orders across the supply chain network by resolving discrepancies.
• The position will report to the Associate Director, Order Management.

Responsibilities

• Lead communication between GDC, regional business teams, and appropriate supply planning teams to ensure timely resolution of order issues and visibility to order status.
• Modify orders in the ERP system and WMS per regional requirements, including cancelling lines, adjusting quantities, changing pick dates, changing mode of transportation, lot hard allocation, and creating air orders.
• Liaise with Distribution Center Operations team on the status of the orders, including shipping dates and reasons for the delays.
• Provide information to regions regarding order status, product availability, product information, and regulatory issues.
• Gather information for the backorder at pick lines.
• Resolve sales order issues to ensure accurate order fulfilment.
• Act as the main point of contact for Order Management processes for client affiliates (from order receipt till order release to client Distribution Center or client plants) ensuring all order milestones are achieved within agreed-upon service levels.
• Monitor, analyze and report on Order Management performance (maintenance/distribution of performance dashboards; identification of 'weak spots' within the process and its root causes).
• Provide status updates on all issues/requests to Order Management leadership.
• Escalate to Order Management leadership when deadlines will not be met.
• Continuously look for operational efficiency opportunities and engage in continuous improvement initiatives.

Experience Position Requirements

• Minimum of 2 years’ experience with ERP system(s),
• Minimum of 2 years’ experience in a similar role (export, logistics, order management, customer service)
• Minimum of 2 year’s prior experience in a related industry (i.e., medical device, healthcare supply chain, pharmaceutical)

Competencies

• Team player with impactful verbal and written communication skills
• Ability to influence without authority
• Strong analytical skills and attention to detail
• Strong customer focus and a track record of implementing best in class service levels
• Ability to build strong relationships with relevant stakeholders
• Skilful at setting priorities, meeting deadlines, and managing multiple tasks
• Versatile learner with the ability to function in a changing environment
• Action-oriented and results-driven, independently seek continuous improvement opportunities
• Must be self-motivated and have the ability to be productive with little or no direct supervision
• Proficiency in standard business computer software applications (MS Word, Teams, PowerPoint, Outlook)
• Advanced Microsoft Excel skills

Education

• Bachelor’s Degree in supply chain or in lieu of degree, a high school diploma plus 5 years of experience.

Certifications

• Certificate programs in International Logistics and Transportation, Export Operations, and global trade compliance certification preferred

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