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Order Management Specialist

3 weeks ago

Markham, Canada Fluidigm Full time

**Job Description**:
It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.

At Standard BioTools, we are building a positive culture where our people can do the best work of their careers, informed, and influenced by our core behaviors:

- Keep customers front and center in all of our work
- Be accountable and deliver on commitments
- Drive continuous improvement
- Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment

Standard BioTools is looking for an
**Order Management Specialist** to support the entire sales order cycle (quote to cash) with the goal to provide smooth execution of orders and revenue recognition, based on current and future policies, procedures, and guidelines. The OM Specialist will work closely with the Sales Administration team, Account Managers, Logistics, Finance, Legal, Operations and Marketing to deliver world class customer support, ensure immediate response to Customer requests, provide reliable data for reporting and planning purposes, actively participate in quote-to-cash, cross-functional process improvements.

**Description***:

- Be the single point of contact for quote to cash inquiries and problem solving; escalation and cross-functional solution of any issues/requests
- Information on pricing, promotions, any specific terms
- Escalation triggers and cross-functional teamwork for Customer satisfaction purposes.
- Documentation of Customer feedback for audit and analysis purposes
- Proactive Customer relationship management (Terms and conditions review and updates, order status, invoices, collections, documentation)
- Provide quotations including response to tenders (potential future stage)
- Be responsible for order validation, acceptance, and entry (in partnership with Legal and Finance) for products, Time and Material services and service contracts/training
- Be responsible for order management within pre-negotiated and pre-approved terms. Clean order flow to allow clean and timely invoicing
- Order Acknowledgement
- Change orders
- Management of shipment dates based upon customer requests, in partnership with Logistics/Manufacturing/Demand Planning
- Special requirements to meet Customer requests
- Escalation to management for timely resolution of customer issues
- Have oversight and will manage the e-Commerce Orders
- Be an active member to ensure audit compliance (document controls, process controls/approvals, record retention)
- Contribute to cross-functional, continuous process and quality improvements to ensure business compliance and Customer Satisfaction
- Ensure maintenance of Customer Master (AX ERP), and ensure its integrity, accuracy, compliance.
- Manage the returns and defective products in partnership with Logistics and Quality (potential future)
- Book of international and US East Coast orders (SFDC opportunity closing, AX order entry)
- Process US/CA intercompany orders in dual ERP systems (AX)
- Triage of the US sales administration case log within Salesforce
- Act as liaison between Sales Support Team and the Markham office
- Hybrid role with working from the Markham office as well as at home

**Minimum Qualifications***:

- 3+ years of experience in the order management function (International experience is a plus)
- Experience with Microsoft Dynamics AX (2012 and D365 a plus)
- Salesforce Experience a plus
- Basic knowledge of Excel
- Fast learner, self-starter, accountable, reliable
- Ability to successfully work in a dynamic environment
- Able to work under pressure and tight timelines
- Problem solving attitude
- Cross-functional perspective and coordination
- Experience with contract negotiation a plus
- Precise, accurate, detail oriented
- Understanding of basic SOX/GAAP rules relative to order management/revenue recognition
- The Company is committed to providing an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation during this process, please inform The Company of your requirements. We are an equal opportunity employer._