Order Fulfillment Specialist

Job Title: Order Fulfillment Specialist
Location: Indianapolis, IN (Hybrid – 3 days in-office, 2 days remote)
Type: 18-Month Contingent Position
Schedule: Monday–Friday, 8:00 AM – 5:00 PM (40 hours/week, Flexible)

Role Overview:
The Order Fulfillment Specialist ensures a smooth order-to-delivery experience for hospital, clinic, and lab customers. This customer-facing role involves handling order-related inquiries via phone and email, resolving issues related to pricing, logistics, invoicing, or product performance. The position requires technical proficiency, strong communication skills, and the ability to problem-solve independently and collaboratively using systems such as SAP and Salesforce.

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Key Responsibilities:

• Respond to order inquiries from placement through delivery, proactively resolving any issues.
• Process order changes, replacements, returns, credits, and debits.
• Troubleshoot problems related to products, services, or orders and identify corrective solutions.
• Provide specialized support and apply subject matter expertise to analyze and resolve customer issues.
• Coordinate communication for product launches, promotions, and marketing programs.
• Proactively manage customer satisfaction, identify trends, and suggest process improvements.
• Serve as a key point of contact for internal teams and external customers.
• Participate in special projects and contribute to team/departmental goals.
• Ensure compliance with quality systems and support continuous improvement initiatives.

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Qualifications:

• Education: Associate’s Degree with 1+ year of customer service experience or 3+ years of direct customer service experience without a degree.
• Skills:
  • Strong verbal and written communication
  • Technological proficiency (SAP, Salesforce preferred)
  • Ability to adapt in a dynamic environment
  • Problem-solving and change management skills
  • High attention to detail and customer focus