Program and Project Management - Specialist - Order Management (Mid Level)

Customer Order Management Specialist
Pay: $29/hour
Duration: Approx. 6-month contract (Maternity Leave Coverage)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM CST
Location: Onsite in Deerfield, Illinois

Position Overview

The Customer Order Management Specialist is responsible for leading customer care and order management efforts. This role supports external customer accounts, dealers, and Leica’s direct sales team to ensure efficient and compliant order processing and customer satisfaction.

Key Responsibilities

Order Entry

• Review purchase orders for accuracy and compliance with legal, financial, and operational guidelines
• Process orders accurately and efficiently
• Ensure strict adherence to company compliance policies
• Report all potential compliance risks to management and finance leadership

Backlog Order Management

• Manage backlog execution within assigned territory
• Regularly review backlog reports and resolve aged orders to drive revenue
• Problem-solve delivery issues and track orders to completion
• Coordinate with customers, 3rd parties, and regional/global teams to ensure readiness before shipment
• Identify and mitigate potential revenue risks
• Understand business Terms & Conditions (T&Cs)

Phone Support

• Maintain a minimum of 6 hours logged in Microsoft Teams phone queue daily
• Handle 93%–95% of presented calls

Data Analysis & Projects

• Utilize continuous improvement tools and data analytics to identify opportunities
• Contribute to creation and maintenance of standard work documents

Customer Satisfaction

• Proactively exceed customer needs by leveraging appropriate team resources
• Collaborate with Sales Managers, Service teams, Engineers, Accounting, and Manufacturing
• Communicate clearly to process orders, resolve issues, and address customer inquiries
• Ensure consistent follow-up and status communication with customers

Qualifications

Required

• Experience with Leica Microsystems or in order management
• Strong understanding of SAP systems
• Excellent relationship building, interpersonal, and communication skills
• Solid financial/business acumen
• Familiarity with diverse customer bases (Commercial, Government, University, etc.)
• Proficient in Microsoft Office Suite
• Commitment to all company compliance policies

Preferred

• High School Diploma
• Equivalent relevant experience will be considered in lieu of formal education