Job Description

Purpose for Role

The Order Processing Specialist is responsible for order entry, troubleshooting order problems, and ensuring the best possible experience for the customer after the initial point of sale. They input orders and ensure proper care is taken to release and ship the order on time. 

Roles and Responsibilities

Accurate Order Processing & Support

• Accurately and efficiently process orders received via phone, fax, and email
• Provide backorder ETAs, order status, and tracking information when requested
• Maintain orders in all stages, following up with customer, sales reps, and Regulatory department as necessary
• Process credit card payments 

Gather Documentation Needed for Order Fulfillment

• Provide requested documents such as COAs, SDSs, or Package Inserts 
• Organize and complete all necessary documentation to ensure smooth shipment logistics 

Resolve Customer Inquiries and Order Issues

• Field non-technical questions from customers and help resolve order fulfillment-related issues
• Communicate with necessary departments for information needed to process orders properly
• Route customer complaints to the proper department/person

Assist in Other Aspects of Order Fulfillment

• Maintain relationships with international customers and distributors through consistent communication, order follow through and inspection coordination 
• Have basic knowledge of the diseases IMMY tests for and the test themselves
• In collaboration with Sell Team, set up New Customers and ShipTo locations and maintain accounts as needed 
• Any other duties assigned

The Individual

Required qualifications

• Highly organized and detail oriented with exceptional phone, written and interpersonal skills
• Punctuality and professionalism 
• Ability to work independently and as part of a team
• Effectively interact regularly with management, production, and outside agencies

Desired qualifications

• Experience as an administrative assistant or customer service
• Skilled in Outlook, Microsoft Word, and Excel
• Experience using an ERP system such as Infor’s CSI/Syteline
• Knowledge of the medical device industry
• Associates degree in administration, communication, or another related field

Equal Opportunity Employment: IMMY is committed to the principle of equal employment opportunity for all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and local laws. IMMY will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, promotion, termination, leaves of absence, compensation, and training.

Background Check Policy: All offers of employment at IMMY are contingent upon clear, acceptable results of a thorough background check. IMMY performs all background checks in compliance with EEOC and FCRA regulations and all other applicable federal, state, and local laws.

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