Order Management Coordinator

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Concord, MA

Customer Operations & Order Management Manager

The Order Management Coordinator is responsible for overseeing the complete lifecycle of customer orders; from quote acceptance, fulfillment, invoicing and post delivery support. This role serves as the operation bridge between Sales, Service, Finance and Operations to ensure accurate order execution, timely service delivery, and a best-in-class customer experience.

• New order entry for sales and service, across all Business Units under OIA; tracking order through closure and invoicing
  • New system, training, PM, Onsite, Depot, Spares
  • PO & Terms legal review and acceptance
  • Issue order acknowledgments, status updates, and relevant information to internal and external customers
  • Work with legal on COI requests
• Collaborate directly with overseas manufacturing and logistics teams, to ensure accurate order execution & delivery.
• CRM management
• Collaborate with Regional Sales and Field Service teams to build professional relationships based on trust and respect.
• H andle incoming calls and correspondence
• Enter technical support enquiries
• Maintaining accurate customer records to ensure perpetual data integrity.
• Projects as identified by reporting manager

• Able to work independently and within a team-driven environment.
• Strong time management and organizational skills
• Conflict resolution skills; able to follow escalation paths
• Adaptability with change implementation within the organization positively and effectively.
• Strong, proactive communication skills – verbal and written
• Positive attitude and engagement
• Customer focused mindset with the ability to problem solve

• 5 years experience in the technology, equipment manufacturing, or scientific instrumentation industry preferred.
• Minimum of associate degree or equivalent preferred.
• 5 years’ experience using Oracle/CRM/SAP/Sage/Saleslogix-based software.
• Proficient in Microsoft Office.
• 5 years’ experience in customer service and relations.

In accordance with Massachusetts law, the expected salary for this full-time, benefited position is between $58,000 - $68,000. The actual compensation will be determined considering factors such as relevant skills and experience and other factors permitted by law.