Order Management Specialist: Invoicing & Service Ops

Oxford Instruments EMEAI; Concord (MA); On-site; USD 63,000 - 75,000; Full time

Job summary

Oxford Instruments EMEAI is seeking a highly organized Order Management Coordinator in Concord, MA to support invoicing, warranty registrations, and service coordination. You will work with Sales, Service, Finance, and customers to ensure accurate order processing and exceptional service throughout the lifecycle.

Responsibilities include invoicing, contract management, technical support intake, and service lead administration within the Order Management team.

Qualifications

• BA in Business Administration, Finance, Operations, or related field.
• 5+ years of experience in Order Management, Customer Service, Customer Operations, Sales Support, or a related role.
• Strong customer service and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft Office applications, including Outlook and Excel.
• Experience working with SAP, ERP, & CRM systems.
• Experience processing invoices, credits, warranties, and service-related transactions.
• Knowledge of order-to-cash processes.
• Experience supporting service administration, warranty processing, technical support intake, or other customer operations functions.
• Experience using or exposure to AI-enabled productivity tools (such as Microsoft Copilot or similar technologies) and a demonstrated interest in leveraging technology to improve business processes and customer experience.

Responsibilities

• Process invoices, credits, and warranties accurately and efficiently.
• Review transactions for pricing, tax, and documentation compliance.
• Investigate billing discrepancies with Finance, Sales, and Service.
• Maintain documentation and data accuracy.
• Meet invoice KPI targets and minimize rework.
• Identify trends in order entry and invoicing errors; drive improvements.
• Activate product warranties and verify installation/warranty details in ERP.
• Process POS contracts and extended warranty activations in ERP.
• Maintain POS contract and equipment information.
• Manage department mailbox and respond to inquiries timely and professionally.
• Answer phone calls and provide prompt assistance.
• Be the point of contact for order status, invoicing questions, and service requests.
• Escalate issues and coordinate resolution with relevant teams.
• Deliver positive customer experience through communication and follow-up.
• Receive and document technical support requests.
• Gather and verify customer/product details for troubleshooting.
• Route cases to Service or Technical Support.
• Monitor open cases and provide status updates.
• Review SAP-generated service leads; assign and coordinate with service teams.
• Track progress and ensure timely follow-up and resolution.
• Maintain records of customer interactions and service opportunities.

Skills

Customer service

Communication

Organizational skills

Multitasking

Time management

Problem solving

Teamwork

Microsoft Excel

ERP/CRM systems

AI tools

Education

BA in Business Administration/Finance/Operations

Tools

SAP

ERP systems

CRM systems

Job description

Oxford Instruments EMEAI is seeking a highly organized Order Management Coordinator in Concord, MA to support invoicing, warranty registrations, and service coordination. You will work with Sales, Service, Finance, and customers to ensure accurate order processing and exceptional service throughout the lifecycle.

Responsibilities include invoicing, contract management, technical support intake, and service lead administration within the Order Management team.