Order Management Representative (Government / Military)

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

Job Summary:

The Order Management Representative works supporting the Military sales teams to create quotes, process orders and provide pre/post-sales support. They also work with Customers, Operations, Finance and other groups as required to accurately process orders in a timely manner while complying with order processing guidelines, contractual, and revenue/SOX compliance.

Essential Job Functions:

• Primary point of contact for Military field sales team and external customers, including building relationships and responsible for the overall quote to order process.

• Generate customer quotations using salesforce and other tools to validate customer contract terms, pricing, and appropriate approvals.

• Responsible for efficient and timely processing of customer orders in compliance with corporate booking and revenue policies, while applying sales order scheduling to ensure on-time delivery, accurate invoicing, and customer satisfaction.

• Utilize judgement and take ownership to ensure timely resolution of escalated issues that arise on behalf of the sales representative and external customer.

• Consistently demonstrating an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

• Critical link between the sales, contracts, finance, and operations teams to optimize the customer experience.

• Identify process issues and initiate suggestions to management for changes to improve response times and accuracy.

• Lead the mentoring and training of new team members and provide continuous training and information to all team members with the goal of enhancing overall process understanding.

• Represent Order Management in cross-functional task teams focused on improving the customer experience.

• Provide support to Government Contracts Manager and Federal/Military Sales Team as needed.

Required/ Preferred Education and Experience:

• Degree preferred or equivalent work experience.

• At least 3 years related experience preferred in order management or similar support/functions.

Knowledge, Skills, and Abilities:

• Strong decision making, problem solving and communication skills

• Self-starter with the ability to prioritize multiple tasks in a high volume and fast-paced environment with focused attention to detail.

• Strong understanding of the quote-to-cash processes and experience in a high complexity order-processing environment with a strong understanding of cross-functional impacts of transactions.

• High sense of urgency to achieve goals, results driven, communicates assertively and with tact, willing to learn, works well under pressure, customer focused, team player.

• Business systems and tools (e.g., Oracle, Outlook, Salesforce, Microsoft Office, Microsoft Teams, ZOOM, and proprietary quoting software.)

• Demonstrate assertiveness appropriately and constructively to gain respect of other team member to effectively manage and resolve conflict.

• Provide excellent customer service to customers demonstrating sensitive communication skills in identifying, trouble shooting and resolving issues.

• Phone skills: ability to maintain composure in stressful situations and follow-up skills.

• Must have the ability to work additional and flexible hours to support the business during month-end and other times as needed.

Preferred Knowledge, Skills, and Abilities:

• Experience with Federal Government order management, specifically DLA Orders, GSA Orders, and direct orders from Federal Government Customers.

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