Customer Service & Order Entry Specialist - Pharmacy Automation in City of Westminster

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This role owns the end-to-end customer service order management activities for the North American Pharmacy Automation customer base.

Supports parts & consumables and refrigeration product orders while serving as a primary point of contact for customers, Field Service Technicians, Regional Outside Sales Directors, and internal business partners.

This individual will resolve complex order exceptions, protect revenue, ensure data accuracy, and deliver a timely, consistent customer experience.

The position coordinates requirements across pricing, product availability, warranty, customer master data, shipping, invoicing, and post-sale support; while also identifying recurring issues, recommending process improvements, and collaborating across functions to meet service-level commitments and contribute to annual revenue objectives.

Responsibilities

• Own the end-to-end order management workflow for assigned customer requests, from quotation and purchase-order review through order entry, fulfillment coordination, invoicing support, and post-sale resolution.
• Manage end-to-end order entry for the refrigeration product portfolio, validating product, pricing, lead-time, customer, billing, shipping, and warranty requirements before orders are released.
• Receive, prioritize, and resolve a high volume of customer and Field Service Technician requests by telephone, email, and other channels, consistently meeting same-day or 24-hour service expectations.
• Review electronic and hard-copy purchase orders for completeness and alignment with approved pricing, customer master data, billing and shipping instructions, and applicable terms; resolve discrepancies before release.
• Use SAP/ERP, inventory, pricing, and order-history information to provide accurate quotations, availability, lead times, transfer options, and order status; collaborate with Technical Customer Care to identify appropriate parts or alternatives when requirements create an exception.
• Obtain approval for price variances, replacement parts, and other commercial exceptions; coordinate return authorizations, shipment-error resolution, credit memo requests, invoicing inquiries, and order tracking to achieve prompt, policy-compliant closure.
• Partner with Supply Chain, Purchasing, Shipping, Finance, Project Orders, and Technical Customer Care to remove order blocks, resolve fulfillment and invoicing issues, and protect customer commitments.
• Facilitate project warranty orders and maintain accurate customer master data, standing purchase-order details, and approved sales text; identify and correct discrepancies that could affect service or revenue recognition.
• Support customers using the online store, including account-navigation assistance and password resets; route qualified leads and bid requests to Business Development for follow-up.
• Handle sensitive or escalated customer situations with professionalism and empathy; identify recurring order, service, or data-quality issues and recommend practical process, training, or master-data improvements.
• Participate in quality reviews, product and system training, and team meetings; share knowledge, adapt to evolving workflows, and comply with company policies, safety requirements, and applicable procedures.
• Application Requirements
• High school diploma or equivalent plus three or more years of progressively responsible customer service, order-entry, sales support, distribution, or service-operations experience.
• Demonstrated experience managing complex order transactions in an ERP environment; SAP experience is strongly preferred.
• Proven ability to interpret purchase orders, pricing, billing and shipping requirements, warranty information, and customer master data with a high degree of accuracy.
• Strong analytical and problem-solving skills, with the ability to investigate exceptions, identify root causes, and recommend practical solutions.
• Exceptional written and verbal communication, active listening, and relationship-management skills; able to communicate calmly and credibly in sensitive customer situations.
• Strong organizational and time-management skills, with the ability to prioritize competing requests in a fast-paced, high-volume environment.
• Proficiency with Microsoft Office applications, especially Outlook, Excel, and Word; comfortable learning new systems and processes.
• Self-directed, collaborative, and professional; able to work independently while contributing actively to a team environment. Preferred Qualifications:
• Associate degree in business administration, supply chain, or a related field.
• Experience using SAP or a comparable ERP system in a sales-and-distribution environment.

Target salary range for this position is $52,000 - $62,000.

Salary will be commensurate with experience and skillset.

We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).

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• Equal Opportunity Employer

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Swisslog’s FMLA policy can be found at: http://www. dol. gov/whd/regs/compliance/posters/fml

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.

If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs. healthcare. us@swisslog-healthcare. com

Our Vision: Lead Change for Better Care

Swisslog Healthcare empowers hospitals and healthcare facilities with advanced pharmacy and transport automation solutions that streamline medication management and support clinical workflows.

With over 1,200 dedicated employees serving more than 3,500 health facilities worldwide, we’re committed to improving patient safety and giving healthcare professionals more time for what matters most: caring for patients.

Join us in shaping the future of healthcare.

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