Lead Order Management Specialist

Order Management Specialist IV

About the Role

Were a close-knit Order & Distribution team at Thermo Fisher Scientific and were looking for an upbeat Order Management Specialist to be the friendly face for our customers orders. Youll make sure each order moves smoothly from quote to delivery keeping customers happy and our internal teams aligned.

What Youll Do

• Own day-to-day order care respond to customer emails and calls entering updating canceling or expediting orders and returns in SAP/Oracle Salesforce and EDI portals.

• Be the first point of contact for customer concerns address complex questions or issues resolve them when you can and refer to the appropriate partner when needed.

• Build and maintain work instructions & SOPs draft update and publish clear step-by-step guidelines that help the wider team stay consistent.

• Track and resolve inquiries pricing availability delivery status invoices credits and deductionsaiming for first-contact resolution.

• Identify and resolve EDI kick-outs promptly ensure data accuracy and share findings to avoid recurring issues.

• Champion process improvements monitor order progress flag potential delays and suggest workflow tweaks that save time and effort.

• Partner across functions collaborate with Supply Chain Logistics Finance and Commercial teams to remove obstacles and keep orders moving.

• May perform other duties assigned by management.

What Were Looking For

• High school diploma or equivalent experience (associate degree preferred).

• 34 years of experience in customer service order management or call-center settingsideally with exposure to handling blocking issues.

• Proficiency in Microsoft 365 and familiarity with multiple ordering systems (SAP Oracle Salesforce Ariba Coupa etc.).

• Comfort guiding peersyouve informally mentored or led small process initiatives

• Friendly solution-focused communicator with strong written and verbal English skills.

• Sharp eye for detail and solid time-management skills in a fast-paced team-oriented environment.

• Problem-solvers mindsetable to recognize issues diagnose root causes and propose practical fixes.

Physical Requirements / Work Environment & Safety

• May work fully remote or be permanently stationed at a customer site depending on the account

• May work in areas with chemical-based allergens (e.g. penicillin tetracycline)

• Required use of PPE where applicable: lab coats coveralls facemasks hairnets gloves bump hats safety glasses and steel-toe shoes (mandatory for all colleagues)

• Routinely lift or move packages up to 40 lbs; occasionally up to 50 lbs using proper techniques Can be removed for a fully remote role

• Use material handling equipment such as pushcarts pallet jacks mobile cylinders and forklifts (push/pull up to 100 lbs) Can be removed for a fully remote role

• Frequently stand walk bend climb steps and assist with staging or checking order accuracy

• Comfortable working in environments with varying temperatures (e.g. cold rooms outdoor areas)

• Keep both desk and staging areas clean and organized

• Willingness to work occasional overtime holidays or weekend shifts as needed

Benefits & Other Information

• Work with an innovative forward-thinking organization committed to your professional growth

• Competitive pay and a comprehensive benefits package including health dental vision and retirement options

• Supportive people-first culture that values work-life balance and recognizes your contributions

• Opportunities to lead process improvements that make a real difference for customers and colleagues

Our Mission

To enable our customers to make the world healthier cleaner and safer.

Apply Today

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Equal Employment Opportunity

Thermo Fisher Scientific is an EEO/Affirmative Action Employer. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin protected-veteran status disability or any other legally protected status.

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