[Remote] Order Management Specialist

Note: The job is a remote job and is open to candidates in USA. Tobii Dynavox is a world-leader in assistive communication solutions, dedicated to empowering people with disabilities. The Order Management Specialist will support the end-to-end processing of customer orders, ensuring accuracy and timely fulfillment while collaborating with internal teams and customers.

Responsibilities

• Enter and validate customer orders as they are received, ensuring accuracy in product selection, pricing, taxes, and tax-exempt status
• Review incoming orders for completeness and follow up with customers or internal teams to resolve missing, incomplete, or incorrect information
• Verify required documentation and eliminate any roadblocks preventing timely order placement
• Make order hold decisions and provide support for order-related escalations as needed
• Review funded exchanges, eye gaze purchases, and high-dollar quotes for accuracy and completeness
• Process Solution Consultant requests for demo equipment for the assigned district
• Manage all orders within an assigned district from entry through shipment, ensuring timely and accurate processing
• Manage and release orders from the district order pools
• Track order progress and ensure all orders ship within expected timeframes
• Follow up on district-level back orders and coordinate with necessary teams to ensure updates and resolutions
• Assist in prioritizing orders to meet customer expectations and internal service levels
• Resolve problematic orders, including discrepancies, shipping issues, documentation errors, and system-related challenges
• Serve as a point of contact for customers, sales teams, and internal stakeholders to clarify order details or resolve concerns
• Ensure a positive customer experience by maintaining timely, proactive, and clear communication throughout the order lifecycle
• Coordinate special requests such as Special Parts (SP) creation and follow up
• Work closely with the Senior Order Management Associate to identify potential order bottlenecks and recommend solutions
• Support coordination with logistics, customer experience teams, supply chain partners, and other internal departments as needed
• Maintain part numbers, order management reference materials, and related resources to ensure internal teams have access to accurate, up-to-date information
• Support Go-To-Market planning and follow through on related order management tasks
• Manage vendor form requests and submissions in coordination with stakeholders
• Conduct duplicate customer reviews to maintain data accuracy
• Maintain accurate order and customer records within ERP and CRM systems
• Run and interpret U.S. and Canadian transactional reports to support district operations
• Follow up on credit card orders to ensure timely payment processing
• Participate in system testing for ERP or process updates as needed
• Provide support for order management processing, documentation updates, and team training efforts

Skills

• Ability to communicate across multiple levels of the organization
• Strong technical aptitude
• Dedicated workspace free of distraction for focused work
• Private workspace due to HIPAA requirements and sensitive customer information
• Ability to multi-task and work with interruptions
• Ability to travel to the Pittsburgh office for team activities/ trainings
• 3+ years order management experience; preferably in a Healthcare environment is preferred
• Dynamics 365 experience a plus

Company Overview

• Tobii Dynavox® is the market leader in assistive technology for communication. It was founded in 1983, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is http://www.tobiidynavox.com/.

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