Order Fulfillment Specialist

Order Fulfillment SpecialistEntry-level opportunity with significant complexity and a strong focus on customer service, problem-solving, analytical thinking, and learning agility. The specialist will interact daily with customers, Sales, and internal stakeholders while managing orders, escalations, and process-related issues.On-Site Role Hybrid Schedule – Remote Mon & Fri On-Site Tues, Wed & Thurs: After Training: Hours: 9am – 6pm EST (Can be subject to change for business need) Training Schedule: 8am-5pm ESTKey Responsibilities:Manage customer orders, inquiries, and escalations.Track orders, review order history, pricing, and product availability.Identify process inefficiencies and SOP gaps and contribute to process improvement.Navigate multiple systems and communicate solutions clearly to customers.Handle a high volume of calls and email requests while maintaining productivity and accuracy.Systems/Technology:Salesforce Service Cloud – highly preferred.SAP – preferred; Roche-specific SAP experience is not required.Tableau and Google Workspace.Comfortable using AI tools such as Gemini is a plus.Strong overall computer literacy and ability to navigate systems efficiently are important.Ideal Candidate:Strong customer service background, preferably in a call center/customer support environment.Excellent problem-solving and analytical skills.High learning agility and ability to absorb a broad range of information.Detail-oriented, proactive, self-motivated, and able to see issues through to resolution.Takes ownership rather than immediately escalating problems.Strong communication skills and professional presence.Healthcare, medical device, diagnostics, or other regulated-industry experience is preferred but not required.Education:Associate degree or higher is preferred/expected.Candidates without a degree may still be considered if they have substantial, directly relevant experience (e.g., 10+ years in customer service/order management and strong ERP/CRM experience).Training & Schedule:9–12 weeks of onsite, classroom-based training, including shadowing.Initial schedule: approximately 9:00 AM–6:00 PM, subject to business needs.Contract duration: 18 months, with potential opportunities to extend or pursue other positions.