Customer Care, Order Management Specialist (Hybrid)

Insulet; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading medical device company is seeking a Customer Care, Order Management Specialist to oversee customer order processes for EU markets from its London or Lisbon offices. The ideal candidate should have experience in order management and a strong background in customer service, with a collaborative approach to working across teams. Responsibilities include processing orders, coordinating with logistics providers, and providing updates to stakeholders. This hybrid position has an estimated 25% travel requirement.

Qualifications

• Demonstrated experience in order management or relevant experience.
• Fluent in English and knowledge of additional languages preferred.
• Strong background in customer service.

Responsibilities

• Ensure accurate and timely processing of customer orders across multiple EU countries.
• Liaise closely with logistics provider to meet order KPIs.
• Communicate effectively with partners on order status and updates.

Skills

Collaborative Relationships

Analytical Thinking

Self-sufficient

Establishing Focus

Attention to Communication

Results Oriented

Technical Expertise

Fluent in English

Education

Degree level or other transferable experience

Experience in a Call Centre or commercial environment

Exposure to Salesforce.com

Intermediary Excel skills

Tools

Salesforce.com

SAP ERP systems

MS Office

Job description

Job Title: Customer Care, Order Management Specialist

Department: Customer Care

Position Overview

The Order Management Specialist is a critical member of the European Customer Care team, reporting to the Order Management Function in Customer Care. The primary role is to oversee and support customer order processing for EU markets for B2B and B2C channels. Handling Order to Cash (OTC) queries, resolving issues and monitoring effectiveness of the Order Management processes within the B2B and B2C markets. The ideal candidate will have a demonstrated ability to understand multiple processes, while working in a customer focused role, as well as having excellent troubleshooting skills.

Responsibilities

• Responsible for ensuring accurate, timely processing of all customer orders across multiple EU countries with multiple varied processes.
• Report and qualify B2B complaint case data and associated product replacements with Distributor & Intermediary customers.
• Primary contact for B2B team to coordinate response‑to‑resolution for OTC queries, issues, and escalations.
• Close liaison with Logistics provider to ensure order KPI’s are met, order queries are managed effectively and to support monitoring inventory levels of key products in SSL and main warehouse locations.
• Maintain relationship with external vendor’s order processing supervisor and management team, providing support, guidance and advice as required.
• Liaising closely with commercial and local market teams as required for any new initiatives and product launches.
• Communicate effectively with business partners on the status of order/invoice queries and provide regular business updates including close management at Quarter Close with Commercial and Finance stakeholders to ensure we meet financial targets.
• Close interaction with EU Customer Care team, aligning on process updates with the CC Training Teams and maintaining open communication.

Key Decision Rights

• Give clear direction to third party teams for order processing escalations impacting end customers.
• Give clear direction to Commercial and Finance partners on expected order landing at quarter and year end close

Required Leadership/Interpersonal Skills & Behaviours

• Collaborative Relationships - Ability to work cross functionally across sales, commercial, market access and marketing teams.
  • Proactive collaboration with supply planning and distribution teams to support resolution of backorders and inventory related issues.
• Analytical Thinking - Positive and creative approach to problem solving.

Required Skills and Competencies

• Self-sufficient - Flexible, and motivated team player capable of multi-tasking and managing workload priorities.
• Establishing Focus - Outstanding attention to detail and ability to organize, prioritise and delegate tasks.
• Attention to Communication - Effective verbal and written communication skills.
• Results Orientated - Results driven and able to understand multiple complex processes.
• Understanding of Regulatory and Quality impacts to process
• Technical Expertise - Excel in generating and maintaining organised and accurate records.
• Languages: English fluent, additional language an advantage (Dutch, French, or German preferred)

Education and Experience

• Degree level or other transferable experience
• Demonstrated experience within a Call Centre or commercial environment and a sound background in order management or other relevant experience.
• Exposure to Salesforce.com and SAP ERP systems an advantage
• Experience using MS Office – Intermediary Excel skills are highly desirable.

Additional Information

• The position is hybrid, based in Lisbon, Portugal or London, UK.
• Travel is estimated at 25% but will flex depending on business needs.

#LI-JW1 #LI-Hybrid

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non‑stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non‑insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance‑driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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