This is a full time, direct hire position, home office based with a global medical device (capital equipment) company. The Order and Credit Management Specialist will report to the Sr. Sales Operations Manager.
A) 2-3 years of experience in the field or in a related area such as Accounts Receivables, Customer Service dealing with capital equipment products - medical device experience an advantage
B) At least vocational schooling or community level degree
C) Proven Microsoft Office and ERP Skills (Oracle, SAP, etc)
D) Fluent communication capabilities in English a MUST (verbal and writing).
The Order and Credit Management Specialist is responsible for effectively executing the OTC and order management processes for customers in his or her assigned country or region. The main objectives are to ensure the highest level of customer satisfaction and experience for both internal and external customers while executing on key performance indicators related to OTC. This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.
Liaise with all major functions of the business such as Sales, RA/QA, Finance, and Supply Chain to achieve key activities on a local and/or cross-divisional level.
You will be responsible for accurate Order Management and to look for continuous improvement in the Customer Service area.
Ensure all Compliance, SOX, FCPA, and other policies and regulations are applied and followed.
The job will be measured on Operational and Financial KPI’s, such as On-Time-In-Full or other service and receivables related metrics, process and productivity improvements.
Works under immediate supervision reporting to a Team Lead, Supervisor or Manager.
Management of Sales Orders from customers and distributors via all potential channels (including EDI, phone, mail, fax, etc.).
Manage ERP interface activities related to transactions (e.g. order, invoice, shipping).
Coordinate closely with supply chain and logistics team to ensure delivery timelines for systems and products.
Management of various order types including system sales, services, disposables, time & materials, transfers, returns/exchanges, missing items, consignment stock orders, custom product orders, deferred purchase orders, inventory replenishment, and one-off orders.
Ensure order and invoice accuracy while managing customer timeline expectations.
Clarification and follow-up of any variances during or after the completion of the OTC process with special attention on the credit notes or rebills generated by order entry errors.
Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer.
Manage receivables to ensure timely cash collection from customers.
Act as a back-up to the international OTC team, as needed.
Generation of standard quotes such as system transfers, disposables orders, and time & materials (in coordination with clinical and field service teams).
Provide highly responsive and quality Customer Service by managing large amounts of incoming orders.
Regular communication with customers around orders, such as notifications of order confirmation, warranty start and end date, service agreement status, invoice status, and receivables outstanding--