Customer Service Representative

Job Title: Order Management Specialist

Job Description

The Order Management Specialist receives and processes customer orders, manages order inquiries, and ensures timely and accurate order fulfillment. This role plays a key part in managing order backlog, allocating product, and maintaining clear communication with customers regarding order status and delivery expectations within a highly regulated diagnostics environment.

Responsibilities

• Receive and process customer purchase orders via email, e-fax, and other channels, ensuring accuracy, completeness, and alignment with commercial terms.
• Enter customer orders into the ERP system within required timeframes and verify that all data is correct and complete.
• Manage order backlog and support product allocation to ensure customers receive products according to priority and availability.
• Confirm receipt and entry of orders with customers and provide timely order acknowledgments.
• Create and maintain accurate ship-to and bill-to records in the system for new and existing customers.
• Proactively follow up with customers on incomplete orders, backorders, and expected ship dates to set clear expectations.
• Determine scheduled ship dates based on customer requirements, manufacturing capacity, and product availability.
• Run reports to track performance metrics such as on-time shipments and quality-related indicators, and use this data to support continuous improvement.
• Investigate and resolve non-standard or complex orders by partnering closely with Sales, Accounting, and customers.
• Utilize CRM and reporting tools, including Salesforce or similar platforms, on a daily basis to manage order-related activities and customer interactions.
• Support additional tasks and special projects as assigned, including work related to new product launches and shifting business priorities.
• Collaborate with team members across multiple locations and business units, providing support to different markets as demand requires.
• Work independently in a largely remote environment while maintaining strong communication and coordination with the broader team.
• Adapt to changing priorities, handle multiple projects, and respond effectively to urgent issues as they arise.

Essential Skills

• 4+ years of experience in order management, order entry, or manufacturing-focused customer service.
• Hands-on experience with ERP systems; Oracle is ideal, but other ERP platforms are acceptable.
• Salesforce experience is highly preferred; other CRM experience is acceptable when combined with relevant industry experience.
• Background in medical device, biotech, or pharmaceutical industries is ideal; experience in other regulated industries will also be considered.
• Experience processing purchase orders, including orders with low to moderate line item counts (typically 1–8 lines).
• Strong problem-solving skills with the ability to investigate and resolve non-standard or complex orders.
• High attention to detail and accuracy in data entry and documentation.
• Ability to work independently, manage time effectively, and stay organized in a dynamic environment.
• Strong customer service skills with clear, professional communication in both written and verbal form.
• Comfort using CRM and reporting tools daily to manage order-related activities.

Additional Skills & Qualifications

• Experience supporting customers or internal stakeholders in highly regulated environments such as diagnostics, healthcare, or life sciences.
• Familiarity with molecular diagnostics, medical devices, or laboratory products is a plus.
• Ability to collaborate with cross-functional teams across multiple locations and time zones.
• Flexibility to shift focus between different business units and markets based on demand.
• Demonstrated ability to thrive in a fast-paced setting with multiple projects and changing priorities.
• Interest in building a career in diagnostics, one of the fastest-growing areas in healthcare.
• Openness to a temporary role with the potential for extension or conversion to a longer-term opportunity.

Work Environment

This role supports a molecular diagnostics business that develops tests and instruments used by hospitals and laboratories to detect diseases through DNA and RNA analysis of patient samples such as blood, saliva, or swabs. The position operates in a structured, highly regulated environment where accuracy, compliance, and quality are critical. Standard hours are approximately 8:30 a.m. to 5:30 p.m. The role is 100% onsite during the temporary period; if converted to a direct position, it will primarily be remote with occasional in-office days as needed. Candidates who prefer onsite or hybrid work may also be accommodated. This is a temporary role of at least three months to cover a leave, with a strong possibility of extension or conversion due to ongoing leaves and new product launches. The team is distributed across multiple locations, and work is organized by business unit while remaining highly collaborative, with support shifting between markets as demand changes. The culture values independence, accountability, flexibility, and the ability to manage multiple projects and urgent issues. You will gain hands-on experience with technology used by leading laboratories and hospitals and have the opportunity to build your resume in diagnostics, a rapidly growing segment of healthcare.

This is a Contract position based out of Cypress, CA.

The pay range for this position is $30.00 - $31.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Cypress,CA.

This position is anticipated to close on Sep 25, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.