Order Quality Coordinator

Job Summary

The Order Quality Coordinator, within the Customer Support job family, is responsible for communicating with customers before and after a sale via phone, email, chat, or social media to support therapy status, adherence, and equipment or supply orders. This role ensures the accuracy, quality, and timely processing of client and sales orders while maintaining compliance with established standards and collaborates with clients and cross-functional teams to deliver high-quality service, resolve issues, and support operational and service objectives.

Let’s talk about Responsibilities

• Review and validate high-volume customer orders to ensure accuracy, completeness, and compliance with client-specific processes and quality standards
• Process and manage orders for medical equipment and supplies, including data entry, system updates, and client record maintenance
• Research and resolve order discrepancies, escalate issues as needed, and support order completion in partnership with internal teams
• Collaborate with sales, support, and cross-functional teams to maintain service quality, meet operational goals, and support client needs
• Document order issues, resolutions, and findings; communicate insights and provide performance metrics to stakeholders
• Support proactive service delivery by identifying trends, risks, and process improvement opportunities
• Perform audits and ensure adherence to established procedures and quality assurance standards
• Manage workload, track deadlines, and deliver timely results in a high-volume, fast-paced environment
• Maintain confidentiality while addressing the unique needs of clients and patients
• Assist with reporting, training support, process updates, and additional responsibilities as assigned

Let’s talk about Qualifications and Experience:

Education

• High school education or GED required

Experience

• 1–3 years of experience in customer service, order processing, or a related role
• Experience in high-volume data entry, order management, or quality review environments preferred
• Proficiency in Microsoft Office and familiarity with CRM/order management systems (e.g., Brightree, Snap, or similar) preferred
• DME or related work experience preferred.

Skills and Abilities

• Comfortable working both independently and as part of a team
• Able to juggle multiple priorities and stay organized in a fast-paced environment
• Detail-oriented, with a focus on catching errors and ensuring accuracy
• Strong communication skills, with the ability to clearly document and explain information
• Problem-solver who can investigate issues and find effective solutions
• Interested in identifying trends and helping improve processes
• Self-motivated, organized, and proactive in getting work done
• Handles sensitive patient and client information with care and confidentiality

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current hourly rate for this position is $20/hr.

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.