Order Management Coordinator

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Location: Concord, MA
Department: Customer Operations & Order Management
Reports To: Customer Operations & Order Management Manager

Our purpose is to accelerate the breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We aim to be the scientific instrumentation partner in every significant lab and production facility across the world. Our people and culture are vital to our success.

We strive to offer the opportunities that will attract, engage, motivate and develop the very best talent. This involves creating an inclusive environment and culture where difference is valued and people are recognised for what they deliver and bring to the team.

We want to empower our employees so that they innovate, support our growth and improve our productivity. We support them to make the right decisions and reach their full potential as they develop their careers  ways of working are lived every day and are as follows:

• We start with the customer
• We succeed by being focused
• We make and keep our promises
• We work together as one team
• We help and trust each other to succeed

Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.

We are seeking a highly organized, customer-focused Order Management Coordinator to support our Customer Operations & Order Management team. This position serves as the team's primary resource for invoicing administration and related order-to-cash activities while also supporting warranty registrations, service lead coordination, and technical support intake. While this role has primary responsibility for invoicing and service administration activities, it is part of a broader Order Management team and may support additional customer operations activities as business needs evolve.

The role works closely with Sales, Service, Finance, and customers to ensure accurate order processing, billing execution, and exceptional customer service throughout the customer lifecycle.

• Process service and product invoices and credit memos accurately and efficiently.
• Review transactions to ensure compliance with pricing, tax, customer, and documentation requirements.
• Investigate billing discrepancies and partner with Finance, Sales, and Service teams to resolve issues.
• Maintain supporting documentation and ensure data accuracy.
• Meet or exceed departmental invoice accuracy and error-rate KPIs while minimizing rework and billing discrepancies.
• Proactively identify trends in order entry & invoicing errors and work with cross-functional teams to implement corrective actions and process improvements.

• Activate product warranties and verify installation / warranty details in our ERP.
• Process and maintain Point-of-Sale (POS) contracts and extended warranty activations in our ERP.
• Ensure accurate entry and maintenance of Point-of-Sale (POS) contract and equipment information.

• Manage and monitor the department's shared mailbox, ensuring timely and professional responses to customer and internal inquiries.
• Answer incoming customer and internal phone calls and provide prompt assistance.
• Serve as a point of contact for order status updates, invoicing questions, warranty inquiries, and service-related requests.
• Escalate issues as needed and coordinate resolution with appropriate departments.
• Deliver a positive customer experience through effective communication and follow-up.