Order Management Specialist

About Company

Mizuho OSI is the leader in specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables that improve patient outcomes in spine and orthopedic surgeries, along with disposable and reusable surgical patient care products.

The Order Management Specialist (Customer Account Specialist) is responsible for providing high‑level order management and customer support to Mizuho OSI customers. The role handles order management, consignment, and post‑sales activities, interacting with internal sales and functional teams to create a positive and productive customer experience. This is a fully remote opportunity.

• Provide world‑class customer experience.
• Work cohesively with a dynamic team focused on teamwork.
• Enter high‑volume orders and transact on behalf of customers, primarily via phone.
• Operate effectively in a fast‑paced call‑center environment.

• Process all customer orders through SAP, received via email or phone, ensuring accuracy and compliance with product pricing and delivery expectations.
• Run daily open‑order reports (e.g., orders on hold, backorders, billing blocks) to ensure proper transaction.
• Collaborate with Operations and Shipping to review unshipped orders and determine next steps.
• Process consignment/demo inventory transactions for physical and/or virtual product movement.
• Serve as the main contact for key customer communication, delivering superior service and maintaining positive relations.
• Research order status and relay information to customers as needed.
• Participate in continuous process improvements, documenting and updating departmental procedures.
• Resolve product issues by clarifying customer questions, determining causes, selecting solutions, expediting remedies, and following up for resolution.
• Escalate customer‑related issues promptly and consult with management for resolution.
• Support product audits and audit resolution actions.
• May be assigned to specific projects by management.
• Maintain cleanliness, organization, and overall appearance of the Sales Operations Department.
• Analyze problems and formulate plans for quick resolution while maintaining high quality; make sound decisions using continuous improvement tools.
• Contribute ideas to improve the company and department through personal action.
• Follow Mizuho OSI’s internal Quality System policies and procedures, including applicable external regulations.

• 4–6 years of related experience; experience with SAP or a top‑tier ERP system.
• High School diploma or equivalent combination of education and experience.
• Strong verbal communication in English; pleasant tone and clear telephone speaking voice.
• Professional written communication skills; ability to prepare business letters, memorandums, and reports.
• Proficient with Microsoft Outlook and Word; comfortable with ERP order entry.
• SAP experience preferred within a Customer Service/Call Center environment.
• Typing speed of at least 50 words per minute.
• Strong customer service focus; problem‑solving and follow‑through on customer requests.
• Knowledge of medical device or capital equipment orders is a plus.
• Ability to manage multiple priorities in a dynamic, fast‑paced environment.
• Accurate basic arithmetic, report creation, reconciliation, and analytical skills.
• Systematic time‑management process; self‑motivation and teamwork.

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

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.

Hours:

8:00 am – 4:30 pm Pacific Standard Time

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