Lead Order Management Specialist

Work Schedule

First Shift (Days)

Environmental Conditions

Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Order Management Specialist IV 

 

About the Role 

We’re a close-knit Order & Distribution team at Thermo Fisher Scientific, and we’re looking for an upbeat Order Management Specialist to be the friendly face for our customers’ orders. You’ll make sure each order moves smoothly from quote to delivery, keeping customers happy and our internal teams aligned. 

 

What You’ll Do 

• Own day-to-day order care – respond to customer emails and calls, entering, updating, canceling, or expediting orders and returns in SAP/Oracle, Salesforce, and EDI portals. 

• Be the first point of contact for customer concerns – address complex questions or issues, resolve them when you can, and refer to the appropriate partner when needed. 

• Build and maintain work instructions & SOPs – draft, update, and publish clear step-by-step guidelines that help the wider team stay consistent. 

• Track and resolve inquiries – pricing, availability, delivery status, invoices, credits, and deductions—aiming for first-contact resolution. 

• Identify and resolve EDI "kick-outs" promptly, ensure data accuracy, and share findings to avoid recurring issues. 

• Champion process improvements – monitor order progress, flag potential delays, and suggest workflow tweaks that save time and effort. 

• Partner across functions – collaborate with Supply Chain, Logistics, Finance, and Commercial teams to remove obstacles and keep orders moving. 

• May perform other duties assigned by management.   

 

 

What We’re Looking For 

• High school diploma or equivalent experience (associate degree preferred). 

• 3–4 years of experience in customer service, order management, or call-center settings—ideally with exposure to handling blocking issues. 

• Proficiency in Microsoft 365 and familiarity with multiple ordering systems (SAP, Oracle, Salesforce, Ariba, Coupa, etc.). 

• Comfort guiding peers—you’ve informally mentored or led small process initiatives  

• Friendly, solution-focused communicator with strong written and verbal English skills. 

• Sharp eye for detail and solid time-management skills in a fast-paced, team-oriented environment. 

• Problem-solver’s mindset—able to recognize issues, diagnose root causes, and propose practical fixes. 

Physical Requirements / Work Environment & Safety 

• May work fully remote or be permanently stationed at a customer site, depending on the account 

• May work in areas with chemical-based allergens (e.g., penicillin, tetracycline) 

• Required use of PPE where applicable: lab coats, coveralls, facemasks, hairnets, gloves, bump hats, safety glasses, and steel-toe shoes (mandatory for all colleagues) 

• Routinely lift or move packages up to 40 lbs; occasionally up to 50 lbs using proper techniques Can be removed for a fully remote role 

• Use material handling equipment such as pushcarts, pallet jacks, m