Order Management Coordinator

Why Oxford Instruments?

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 at OI. Our 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 currently.

Order Management Coordinator

Business Location: Concord, MA

Reports to: Customer Operations & Order Management Manager

Description:

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.

Responsibilities:

• 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.
• Handle incoming calls and correspondence
• Enter technical support enquiries
• Maintaining accurate customer records to ensure perpetual data integrity.
• Projects as identified by reporting manager

Skills:

• 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

Qualifications:

• 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.

Compensation:

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.

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