Order Management Specialist

Order Management Specialist

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company's portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

Job Summary

The Order Management Specialist (Customer Account Specialist) is responsible for providing a high level of order management and customer support to Mizuho OSI customers. This position will handle a variety of order management, consignment and post-sales activities. In addition, the Customer Account Specialist effectively interacts with internal customers, including but not limited to sales and supporting functional teams. The Order Management Specialist (Customer Account Specialist) provides ongoing and proactive support to all Sales team members, with a goal of creating a positive and productive customer experience.

Responsibilities

• Process all customer orders through the SAP system, which are received via email or phone. Orders include both soft goods and capital equipment, which must be processed accurately and in line with product pricing & delivery expectations.
• Run a variety of open order reports, according to department procedures, on a daily basis. This includes : orders on hold, backorders, orders on delivery or billing blocks, etc. to ensure orders are reviewed and transact correctly.
• Collaborate with Operations and Shipping departments to review open orders that have not shipped and determine next steps where appropriate.
• Process consignment / demo inventory transaction requests for physical and / or virtual product movement.
• Serve as main contact on key customer communication and deliver superior service to ensure a positive and productive customer experience; develop and maintain positive customer relations.
• Research status of order placement and relay information to customer as needed.
• Participate in continuous process improvements by providing input and descriptive, yet concise, documentation for the department's processes; assist in developing process documentation and keeping it updated to ensure optimal efficiencies are reached within and across teams.
• Resolve product issues by clarifying the customer's questions and / or concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting to resolve the issue; following up to ensure resolution.
• Ensure escalated customer-related issues are addressed quickly and as positively as possible, communicate and consult with management to ensure the issues have been addressed appropriately should follow up be necessary.
• Support various product audits and audit resolution actions.
• May be assigned to specific projects by management.
• Responsible for cleanliness, organization, and overall Sales Operation Department appearance.
• Analyze problems and formulate plans resulting in quick resolve while maintaining a high degree of quality. Make sound and logical decisions and choose the appropriate course of action based on the parameters of the situation at hand and to use continual improvement problem solving skills.
• Create an ongoing effort to improve the Company and the Sales Operations Department through personal action and by contributing ideas to support both the Department and Company's ongoing improvement efforts.
• Understand, follow and support Mizuho OSI's internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Qualifications & Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE : This job description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Employees will be required to follow any other job-related instructions and to perform any other job-related duties / functions requested by their supervisor.

Pay Scale : $22.00 / hr- $25.00 / hr DOE + potential annual bonus + comprehensive benefits package

Top Reasons To Join The Mizuho OSI Team

Privately held company with a tradition of market leadership and best-in-class innovation

Fast-paced entrepreneurial culture focused on dramatically improving patient outcomes through personal empowerment

Emphasis on continuous improvement and celebration of our values of R.E.S.P.E.C.T. and the Mizuho OSI Way.

Create innovative solutions designed and manufactured at our HQ in Northern California

The Mizuho OSI Way In 1978, we set out to change the way patients undergo surgery. As a Mizuho OSI customer, you can expect our commitment to the following

We commit to your satisfaction. If you are dissatisfied, we will strive to make it right.

We do things the right way. We commit to hire people with competence, generosity and a caring attitude.

We motivate our employees to use their individual strengths to provide creative solutions, changes, and innovations.

We anticipate your needs through customer experiences, thus nurturing our relationships. Collectively, this creates an environment that enables and inspires healthcare professionals to improve the lives of patients.

Dare to go further. Care to do more.

Benefits

At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO / AA employer. We offer a comprehensive benefits package that includes : medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

For Our Service Members And Veterans

Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

For Persons With Disabilities

If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.