Process Ownership & Optimization
- Serve as the business process owner for global order management, ensuring accuracy, efficiency, and alignment with customer and business needs.
- Develop, maintain, and enhance Standard Operating Procedures (SOPs) for order processing and related controls.
- Drive continuous improvement initiatives, identifying opportunities to streamline workflows, automate tasks, and enhance data quality.
- Collaborate with IT and cross-functional stakeholders to design, test, and implement improvements to ERP and CRM order management modules, as needed
- Lead or contribute to process-improvement initiatives whether within order management or in related business areas, applying expertise to optimize efficiency and quality
- Perform other duties as assigned to support global order management objectives.
Customer & Stakeholder Engagement
- Act as the primary point of contact for all customer orders. Work with customers, Sales, Finance, and Supply Chain to resolve complex or escalated order issues quickly and professionally.
- Review customer contractual terms for compliance with corporate standard terms and facilitate resolution of discrepancies.
- Lead the management of customer and partner information requests, ensuring timely and accurate communication.
- Manage customer consumables complaints, as needed.
Compliance, Reporting & Analysis
- Ensure all order transactions comply with company policies, regulatory requirements, and audit standards.
- Monitor, analyze, and report open orders and other key reports and metrics as required. Recommend actions to address any gaps.
Requirements
- Bachelor’s degree or equivalent experience in Business, Operations, Supply Chain, or related discipline.
- 8–10+ years of experience in order management or customer service operations, preferably in the life sciences or high-tech equipment sector.
- Deep knowledge of ERP and CRM order modules; experience with process automation or system enhancements is strongly preferred.
- Proven capability to handle time-critical or escalated issues with professionalism and poise
- Strong analytical, organizational, and problem-solving skills with a continuous improvement mindset.
- Demonstrated ability to work collaboratively across departments and regions to solve complex operational challenges.
- Excellent written and verbal communication skills; comfortable engaging with senior stakeholders and external partners.
- Flexible, adaptable, and able to manage competing priorities in a fast-paced, global environment.
Top Skills
What We Do
Rapid Micro Biosystems is an innovative life sciences technology company providing mission-critical automation solutions to facilitate the efficient manufacturing and fast, safe release of healthcare products such as biologics, vaccines, cell and gene therapies, and sterile injectables. We are the trusted partner in quality control microbiology automation, enabling our customers to improve and save lives.
This vision has been realized with the development of the Growth Direct® System.
Our Growth Direct® platform automates and modernizes the antiquated, manual quality control microbiology testing workflows used in the largest and most complex pharmaceutical manufacturing operations across the globe. The Growth Direct® platform brings the quality control lab to the manufacturing floor, unlocking the power of in-line/at-the-line QC automation to deliver faster results, greater accuracy, increased operational efficiency, better compliance with data integrity regulations, and quicker decision making that customers rely on to ensure safe and consistent supply of important healthcare products.
Our company values guide us in our vision:
Customer Driven – We are committed to providing our customers with the highest quality products and services
Respect – We welcome and embrace our differences to create a trusting environment
Grit – We are determined to turn challenges into successes.
One RMB – We operate as one team, committed to our shared purpose.
The company is headquartered and has U.S. manufacturing in Lowell, Massachusetts, and global locations in Switzerland, Germany, and the Netherlands
