Order Management Representative

Location: Chelmsford, MA


ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

NOTE: ZOLL now requires COVID vaccinations subject to legal exemptions

Job Summary:

The Order Management Representative works supporting the sales teams to create quotes, process orders and provide pre/post-sales support.  They also work with Customers, Operations, Finance and other groups as required to accurately process orders in a timely manner while complying with order processing guidelines, contractual and revenue/SOX compliance. 

Essential Functions:

  • Primary point of contact for field sales team and external customers, including building relationships and responsible for the overall quote to order process.

  • Generate customer quotations using salesforce and other tools to validate customer contract terms, pricing, and appropriate approvals. 

  • Responsible for efficient and timely processing of customer orders in compliance with corporate booking and revenue policies, while applying sales order scheduling to ensure on-time delivery, accurate invoicing, and customer satisfaction. 

  • Utilize judgement and take ownership to ensure timely resolution of escalated issues that arise on behalf of the sales representative and external customer.

  • Consistently demonstrating an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

  • Work with the warehouse teams to expedite orders when appropriate.

  • Critical link between the sales, contracts, finance, and operations teams to optimize the customer experience.  

  • Identify process issues and suggest changes to improve response time, accuracy and data reliability.

Skills Requirements:

  • Self-starter with the ability to prioritize multiple tasks in a high volume and fast-paced environment with focused attention to detail.

  • Understanding of the quote-to-cash processes but preferred experience in a high complexity order-processing environment with a strong understanding of cross-functional impacts of transactions.

  • High sense of urgency to achieve goals, results driven, communicates assertively and with tact, willing to learn, works well under pressure, customer focused, team player.

  • Business systems and tools (e.g. ERP systems, Outlook, SalesForce, Excel and Word.)

  • Organizational, problem solving and communication skills

  • Provide excellent customer service to customers demonstrating sensitive communication skills in identifying, trouble shooting and resolving issues.

  • Phone skills; ability to maintain composure in stressful situations and follow-up skills.

  • Must have the ability to work additional and flexible hours to support the business during month-end and other times as needed.

Required/Preferred Education and Experience:

  • Degree preferred or equivalent work experience.

  • At least 2 years related experience preferred in order management or similar support/functions.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990