Job Description

Order Processing Analyst I

Job Summary: Investigates and seeks resolution for entry level discrepancies found during order processing. Demonstrates proficiency in order processing with accuracy and attention to detail. Demonstrates good communication and customer service skills. May be alternately assigned to quality or business process discrepancies.

Essential Duties:

Quality assignment duties:

• Actively investigate reasons for quality discrepancies
• Collaborate with Order Processing Specialists when needed
• Maintain control and ownership of discrepant studies as assigned
• Ability to investigate and problem solve issues and recommend solutions
• Make decisions based on procedures
• Document discrepancy issues and resolution
• Communicate with lab, sales personnel and customers in a timely manner when assigned.
• Follow up in a timely manner
• Complete resolution process
• Split, combine and update studies as needed after resolution
• Assist with all order processing tasks as outlined in Order Processing Specialist job descriptions
• Give feedback to Sales department on quote issues

Business assignment duties:

• Review all PO required companies and orders for various locations as assigned
• Verify all billing information including address, payment terms, purchase orders (POs), and exceeded PO's
• Save and create PO's in systems
• Communicate issues with accounting department (AR).
• Maintain control and ownership of billing related discrepancies as assigned
• Follow up in timely manner
• Communicate with lab personnel, service teams and sales
• Give feedback to sales on quote issues
• Train customers on correct billing procedures
• Investigate root cause of invoice issues on delinquent accounts
• Placing studies on report hold as necessary
• Documenting issues and resolution in systems
• Training study directors on sponsor communication concerning price changes
• Conduct training with appropriate personnel on pricing

Regulatory Compliance

• Know and follow applicable regulatory requirements (GMP, GLP, ISO, etc.).
• Know and follow company policies and procedures.
• Complete required training on time.

Professionalism

• • Attend work regularly and reliably.
  • Adhere to all policies and procedures.
• Perform other duties as assigned

Competencies of this position

• Ability to investigate and problem solve issues and recommend solutions
• Attention to detail
• Ability to follow written instructions
• Ability to type 35-40 WPM
• Verbal and written communication skills
• Legible handwriting
• Customer service skills
• Project management skills
• Ability to multi-task
• Computer skills: knowledge of Microsoft Office, Outlook and CRM.
• Ability to work independently and as part of a team
• Decision making
• Knowledge of pricing procedures and systems

Work Environment:

This job operates in a professional office and laboratory environment. This role routinely uses standard office equipment such as computers, keyboards, computer mouse, telephones, photocopiers, projectors and file cabinets.

• Typically works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.
• May occasionally work in temperatures above 95 degrees and below 32 degrees on dock when assigned.
• May occasionally walk on slippery dock or uneven surfaces when assigned.
• Requires use of PPE including lab coat, safety glasses as well as long pants and closed toe shoes with total foot covering when in order processing area.

Physical requirements:

• Wear personal protective equipment such as, lab coats, safety glasses and long pants and closed toe shoes and socks when in order processing or lab areas
• This position may be required to move or lift items greater than 45lbs as assigned.
• Bending, stooping and crouching.
• Climb up and down ladder.
• Able to manipulate small hand tools occasionally.

Quality assignment:

• Must be able to move/traverse 60% of the day and remain in a stationary sitting/standing position at a desk while using a computer, keyboard, computer mouse and phone 40% of the day.

Business assignment:

• Must be able to move/traverse 20% of the day and remain in a stationary sitting/standing position at a desk while using a computer, keyboard, computer mouse and phone 80% of the day.

Education and experience requirements:

Minimum of 18 years of age and a High School Diploma or equivalent. Associates degree preferred. Proficiency in order processing procedures with a minimum of six months order processing or other applicable experience preferred. Customer service skills preferred.