Order Management Specialist

Why join us?

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.

JOB SUMMARY:

We're seeking a detail-oriented Order Management Specialist to support the end-to-end processing of customer orders within an assigned district. As a key member of the Sales Enablement team, this role focuses on accurate order entry, efficient problem resolution, and proactive coordination with customers and internal teams to ensure efficient order fulfillment. The Order Management Specialist will maintain strict compliance with company policies, order management procedures, and documentation standards to ensure accuracy and consistency, along with working closely with the Senior Order Management Specialist and Sales Enablement Leadership to identify potential order roadblocks and help maintain a smooth and timely order flow for their district.

KEY RESPONSIBILITIES:

Order Entry & Validation

• 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.

District Order Management

• 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.

Issue Resolution & Customer Support

• 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.

Collaboration & Cross-Functional Coordination

• 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

Systems, Reporting & Data Integrity

• 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.

MINIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

• 3+ years order management experience; preferably in a Healthcare environment is preferred.

COMPUTER OR TECHNICAL SKILLS:

• MS Office Word and Excel, PowerPoint
• Dynamics 365 experience a plus

OTHER SKILLS REQUIREMENTS:

• Ability to communicate across multiple levels of the organization
• Strong technical aptitude

WORK ENVIRONMENT REQUIREMENTS:

• 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 (approx. 4 times per year)

Apply today!

We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.