Customer Service & Order Entry Specialist

Make an Impact with Healthcare Technology Jobs That Matter This role owns the end-to-end customer service order management activities for the North American Pharmacy Automation customer base. Supports parts & consumables and refrigeration product orders while serving as a primary point of contact for customers, Field Service Technicians, Regional Outside Sales Directors, and internal business partners. This individual will resolve complex order exceptions, protect revenue, ensure data accuracy, and deliver a timely, consistent customer experience. The position coordinates requirements across pricing, product availability, warranty, customer master data, shipping, invoicing, and post-sale support; while also identifying recurring issues, recommending process improvements, and collaborating across functions to meet service-level commitments and contribute to annual revenue objectives. Short Facts Westminster, CO, United States Customer Service Permanent Position Responsibilities Make an impact • Own the end-to-end order management workflow for assigned customer requests, from quotation and purchase-order review through order entry, fulfillment coordination, invoicing support, and post-sale resolution. • Manage end-to-end order entry for the refrigeration product portfolio, validating product, pricing, lead-time, customer, billing, shipping, and warranty requirements before orders are released. • Receive, prioritize, and resolve a high volume of customer and Field Service Technician requests by telephone, email, and other channels, consistently meeting same-day or 24-hour service expectations. • Review electronic and hard-copy purchase orders for completeness and alignment with approved pricing, customer master data, billing and shipping instructions, and applicable terms; resolve discrepancies before release. • Use SAP/ERP, inventory, pricing, and order-history information to provide accurate quotations, availability, lead times, transfer options, and order status; collaborate with Technical Customer Care to identify appropriate parts or alternatives when requirements create an exception. • Obtain approval for price variances, replacement parts, and other commercial exceptions; coordinate return authorizations, shipment-error resolution, credit memo requests, invoicing inquiries, and order tracking to achieve prompt, policy-compliant closure. • Partner with Supply Chain, Purchasing, Shipping, Finance, Project Orders, and Technical Customer Care to remove order blocks, resolve fulfillment and invoicing issues, and protect customer commitments. • Facilitate project warranty orders and maintain accurate customer master data, standing purchase-order details, and approved sales text; identify and correct discrepancies that could affect service or revenue recognition. • Support customers using the online store, including account-navigation assistance and password resets; route qualified leads and bid requests to Business Development for follow-up. • Handle sensitive or escalated customer situations with professionalism and empathy; identify recurring order, service, or data-quality issues and recommend practical process, training, or master-data improvements. • Participate in quality reviews, product and system training, and team meetings; share knowledge, adapt to evolving workflows, and comply with company policies, safety requirements, and applicable procedures. Application Requirements What you need to succeed • High school diploma or equivalent plus three or more years of progressively responsible customer service, order-entry, sales support, distribution, or service-operations experience. • Demonstrated experience managing complex order transactions in an ERP environment; SAP experience is strongly preferred. • Proven ability to interpret purchase orders, pricing, billing and shipping requirements, warranty information, and customer master data with a high deg…

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