What are the responsibilities and job description for the Order Management Specialist II position at Sharp Clinical Services?
SUMMARY
Responsible for the day-to-day operational management of key strategic accounts for Sharp. The Order Management Specialist II works closely with client contacts to establish and maintain positive working relationships, promoting collaboration and engagement to support business needs. Order Management Specialists liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of committed orders and consistently driving to maintain positive service levels and On-Time delivery. Works closely with Business Development (BD) to communicate account insights including opportunities that may exist to quote additional service offerings.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Act as primary point of contact to client and cross-functional internal teams for operational support and escalations concerning respective key accounts.
- Works with client supply team and cross-functional internal teams to establish order-planning guidelines that are in line with effective master service agreements. This includes forecast and PO issuance, material lead-times, scheduling requirements / lead-times, order confirmation process and material obsolescence. Submits Customer Change requests to Value Stream Specialists for processing. Presents Internal Change requests to Clients on behalf of Sharp.
- Manages client orders based on the firm forecast and purchase orders received. Enters sales orders and forecast orders and coordinates internal order confirmation and order management process.
- Monitors bulk receipts, bulk inventory, and bulk expiry. Communicates bulk status to clients and addresses any issues.
- Supports Inventory Destruction Request (IDR) process via timely assessment of candidates and receipt of client purchase orders.
- Supports customer shipment booking and tracking. Processes customer changes on Shipping Requirement Forms. Processes customer changes for Sample Shipment Requirements.
- Align with client on clear and measurable KPI’s as well as alignment of process and forum for on-going review meetings.
- Responsible for accuracy and timely submission of sales order packet for respective client accounts. Ensures packets are generated and include proper documentation (i.e. SO, Quote and PO) as well as necessary release paperwork - CofA’s, release to package documents, Lot forms, etc. required to process and fulfill the order.
- Submit order packets to Finance accurately and timely to ensure customer billings are timely and accurate.
- Ensures quotations for standard services offered and/or performed including but not limited to expedited services, overtime, material obsolescence and storage fees are developed and presented to customers.
- Schedules and conducts weekly customer meetings, discuss demand forecast, change control, and other action items required to drive towards customer needs, and set customer expectations.
- Influence client retention with positive perception of responsiveness, dependability, and confidence.
- Communicate client insights and needs within Sharp. Works with Business Development as necessary to highlight potential cross-sell opportunities.
- Coordinate and facilitate client visits as needed.
- Ensures consistent and effective communication tools and processes are established and being utilized as required.
- Works with client to identify improvement initiatives and projects that provide benefits to both parties and support business objectives.
- Mentor other Order Management Specialists and provide guidance and leadership.
- Support Sales and Operations planning meetings as required by Sharp.
Travel between Conshohocken, Allentown and Macungie sites as required.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Bachelor's degree (B. A.) preferred, or at least six to ten years related and documented experience in related area with a H.S. Diploma or G.E.D required. Ongoing client service related or leadership education or certification is required.
SKILLS:
Exceptional interpersonal and communication skills
Ability to build trusting and collaborative relationships with clients and internal teams.
Ability to demonstrate a service focused attitude/approach.
Strong business acumen. Ability to advocate for customers’ needs while also maintaining the best interest of Sharp.
Comfortable raising issues constructively in a professional manner
High energy-ability to thrive in a fast-paced environment.
Strong organizational and planning skills required, able to juggle multiple priorities and deadlines.
Strong problem solving skills.
Calm under pressure – ability to work through obstacles and crisis effectively and calmly.
Proven ability to work effectively through others and negotiate terms to find mutual ground.
Strong understanding and use of applicable QAD reports to complete job function. Able to effectively utilize all systems available to complete job function.
Strong understanding of the order to cash process and how own efforts contribute to results.
Attention to detail and demonstrates self-accountability for delivering results and producing work of high quality.
Demonstrates continuous improvement mindset in all aspects of work.
Demonstrates leadership skills-stands out amongst peers, eager to learn and grow.
Comfortable presenting information in front of others.
LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS:
Knowledge of Microsoft Office Suite including Word, Excel and Project. Familiar with ERP systems.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
