Job Title

Job Description

Order Management Specialist – Hospital Respiratory Care (Murrysville, PA)

In this role, you have the opportunity to interact with customers and sales and/or service representatives to handle a variety of pre-sales or post-sales service functions as a part of the global Sleep & Respiratory Care business segment. You will perform both standard & complex Customer Service support tasks, with existing procedures to give direction on critical points, and the autonomy to determine method and sequence of work.

Your role:

• Respond to a high volume of inbound customer inquiries, complaints and order requests via telephone calls, Esker (order portal) and email/fax correspondence. Facilitate problem resolution, provide information on our products and services, and demonstrate our commitment to customer service by following up on calls and ensuring superior results.
• Respond to customer escalations and non-standard requests regarding products and account information. Analyze and rectify customer concerns using established procedures.
• Monitor Electronic Data Interchange (EDI) workflow for any blocks preventing fulfillment of orders. Research and escalate internally as needed to drive resolution. Maintain SAP access to multiple Enterprise Resource Planning (ERP) instances for end-to-end order management activities; adhering to Quality Management System procedures unique to each ERP.
• Coordinate with manufacturing and distribution to ensure order fulfillment.
• Display a commitment to quality by following required procedures and practices. Take all appropriate measures to ensure quality, and advocate internally and lead initiatives that will deliver additional value for our customers.

You're the right fit if:

• You’ve acquired 1+ years of experience in customer service/customer management—handling both standard & complex customer service support tasks, and independently determining resolution.
• Your skills include:
  • The ability to identify, research, and solve non-standard problems through a solid understanding of business products, processes and procedures.
  • Examining trends and initiating improvements in order and inquiry satisfaction.
  • Demonstrating the ability to follow simple and complex work instructions, to actively listen to directions and to perform tasks with little additional follow-up or direction.
  • Experience with SAP, nice to have.
• You have a high school diploma, or equivalent.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re a team player that is collaborative in satisfying customer needs, improving team and business performance and driven to achieve department goals. You have strong written communication skills.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Murrysville, PA is $21/hr. to $34/hr.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.