Order Management Specialist

Sharp Services; Allentown (Lehigh County); On-site; USD 52,000 - 98,000; Full time

Job summary

A leading company in pharmaceutical manufacturing seeks an Order Management Specialist to oversee the operational management of strategic accounts. This role involves close collaboration with clients and internal teams, ensuring timely delivery and maintaining positive service levels. Ideal candidates will have strong communication skills and significant experience in order management. This is a full-time mid-senior level position, contributing to business development through client insights and relationship management.

Qualifications

• 6 to 10 years of related and documented experience required.
• Ongoing client service related education/certification is required.

Responsibilities

• Act as primary point of contact to client and cross-functional teams.
• Manage client orders and coordinate order management processes.
• Influence client retention with positive perception of responsiveness.

Skills

Communication

Client Management

Order Management

Problem Solving

Education

Bachelor's degree (B. A.) preferred

High School Diploma or G.E.D required

Job description

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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.

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:

The following is a list of minimum responsibilities related to the Order Management Specialist II position. Other duties may also 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 clients 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.
  
  

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

PREFERRED / REQUIRED EDUCATION and/or EXPERIENCE:

Bachelor's degree (B. A.) preferred, or at least six to ten years related and documented experience in a related area with a H.S. Diploma or G.E.D required. Ongoing client service related, or leadership education or certification is required.

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 accommodation 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 accommodation 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.

DISCLAIMER:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Pharmaceutical Manufacturing

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