Customer Service Order Management Specialist

Purpose
The Order Management Specialist is responsible for facilitating the entire order processing 
cycle, ensuring efficient and timely shipment of orders, delivering exceptional customer service, 
and partnering with the shipping team to ensure accurate and prompt order fulfillment.

Responsibilities

Provide exceptional customer service by promptly handling all inquiries related to 
customer orders via phone and email

Manage daily shipping reports and conduct end-of-day audits to verify accurate 
submission of customer orders

Respond to customer inquiries, including rush orders and order revisions, ensuring 
same-day resolution via preferred communication channels

Collaborate with the sales team to resolve order and shipping issues, providing timely 
solutions to customers

Maintain professional relationships with customers, partners, and vendors

Provide order status and tracking updates to leadership and customers as requested

Maintain a working knowledge of FDA 21 CFR 1271, FDA 21 CFR 820, AATB standards, 
ISO Standards, cGMP/CGTP, other relevant regulations/standards, and internal 
organizational policies and standard operating procedures

Maintain acceptable attendance and punctuality for scheduled work hours and 
meetings

Ensure completion of assigned tasks and responsibilities within defined timeframes
Maintain flexibility to work outside of normal business hours during weekdays or 
weekends, as necessary, to meet operational needs and ensure business continuity

Perform other duties as assigned

Skills

Strong interpersonal skills with the ability to handle high-pressure customer situations 
with professionalism

Proficient in Microsoft Office Suite or similar software, with the ability to quickly learn 
new systems

Strong attention to detail and ability to follow order management guidelines

Capability to work independently and collaboratively in a fast-paced environment

Familiarity with office equipment and the ability to adapt to dynamic changes

Excellent written and verbal communication

 Highest level of ethics and integrity

Ability to lead and motivate the right behaviors

Qualifications/Requirements

High school diploma or equivalent required

At least 1-3 years of experience in customer service, order management, or related field

Clearance of favorable background investigation required