Order Service/Customer Service Representative

Nova Biomedical: One Global Brand. One Vision. Together under one name.

Advanced Instruments and Nova Biomedical are now united under one brand, Nova Biomedical, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.

Job Summary:

Nova Biomedical is seeking an Order Management Specialist – US Point of Care to support Nova Biomedical’s point-of-care customers. This role is responsible for managing customer orders from receipt through shipment, including expediting contract orders, coordinating schedules, tracking order activity, and communicating with customers by telephone and email. The Order Management Specialist will provide product, pricing, availability, and order-status information while collaborating with internal teams to resolve issues and deliver a positive customer experience.

Responsibilities:

• Communicate professionally and effectively with customers by telephone and email.
• Manage and process customer orders from beginning to end.
• Expedite contract orders and monitor order activity to support timely fulfillment.
• Communicate with customers regarding backorders, shipment status, product availability, and other order-related updates.
• Schedule customer orders for shipment.
• Provide customers with accurate product, pricing, and availability information.
• Process customer credit card transactions in accordance with established procedures.
• Respond to customer requests and work to resolve order-related issues in a timely manner.
• Maintain a customer-centric mindset and approach situations from the customer’s perspective.
• Meet individual performance goals while contributing to team objectives.
• Collaborate with the Warehouse team to expedite orders, minimize backorders, and provide customers with accurate order-status information.
• Communicate with the appropriate Accounting team to resolve contract and credit-related issues.
• Consult with Technical Services for assistance with part numbers, technical issues, and product returns.
• Work with Inside Sales to support contract reporting requirements.

Experience Requirements:

• 2 to 3+ years of related office or order services experience required.
• Some college education preferred.
• Fluency in English required.
• Excellent verbal and written communication skills.
• Strong computer literacy and knowledge of the Microsoft product suite.
• Previous SAP experience preferred.
• Strong customer-service skills with the ability to understand and respond to customer needs.
• Ability to manage orders accurately from initial receipt through shipment.
• Ability to communicate clearly regarding order status, backorders, product availability, pricing, and customer concerns.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities.
• Ability to collaborate effectively with Warehouse, Accounting, Technical Services, and Inside Sales teams.
• Ability to meet individual goals and contribute effectively to shared team objectives.

Physical Requirements and Working Conditions:

• Comfort with working at a computer for extended periods.
• Capacity to lift and carry up to [25–50] pounds as required
• Able to communicate effectively via phone, video, and written communication.
• Occasional need to move about the office to access meetings or resources.

Why Work for Nova Biomedical

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

Work Location: Billerica MA, Hours 8:30 AM - 5:00 PM

Targeted Salary Range: $26-$27 per hour

Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate’s experience and may vary based on individual factors such as location, skills, and education.

About the Company

At Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care.

Our integration brings together more than 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. With FDA-registered, ISO-certified manufacturing, more than 125 FDA approvals, and industry-trusted diagnostics, we’re setting new standards in quality and reliability. Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic (IVD) instrumentation, dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences.

With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we’re building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.

Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you’ll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health.

Explore what’s next with us at novabiomedical.com

EEO Statement:

Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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