Job Description
Role overview
The Order Management Specialist manages ad hoc customer requests and owns the end-to-end order management process for Canada's site, from order capture through fulfillment, delivery confirmation, and post-delivery support. This role coordinates internally across supply chain, inventory, logistics, and billing teams to ensure orders are processed accurately and delivered on time to meet customer demand.
Key responsibilities
- Manage Purchase orders, special requests, rush orders, drop shipments, blocked orders, COT’s, product allocation, daily/weekly notifications, order errors, Validate the accuracy of special details or instructions, etc.
- Manage oversees the complete order lifecycle: receipt, validation, input, status updates, fulfillment coordination, invoicing, and order closure.
- Act as primary point of contact for customers regarding order status, delivery schedules, Online ordering issues, and any order changes or exceptions.
- Verification and creation of new customer accounts.
- Own and manage the Customer service inbox and customer calls (escalate as needed)
- Track customer requests (phone calls & emails) through Service Cloud to capture insights
- Proactively identify and resolve order issues (e.g., discrepancies, delays, cancellations) and escalate where necessary to minimize customer impact.
- Effectively manage back orders (communications to customer and Releases based on demand)
- Coordinate with logistics and carriers to expedite urgent orders and confirm successful deliveries.
- Manage Returns, short shipments, over shipments and damaged goods
- Process credit and debit notes in Fiori in accordance with terms and conditions
- Assisting collection colleagues on claim disputes
- Maintain accurate order records and update systems to ensure traceability and reporting integrity.
- Identify system issues in collaboration with Global IT/COMET teams
- Drive continuous improvement in order-to-cash processes by identifying inefficiencies and recommending process or system enhancements.
- Participate in the development and implementation of work instructions.
- Ensure compliance with company policies and regulatory requirements related to order processing and documentation.
- Offer Company's Canada customers After Hour services for emergency orders (mostly during Holidays)
Skills and qualifications
- Solid understanding of the SAP environment
- Excellent ability to interact and communicate clearly and effectively (oral and written).
- Bilingual (English & French)
- Demonstrated strong customer focus and keen ability to proactively identify and respond to customer needs and take appropriate action
- Navigate the end-to-end Order Management process
- Capacity to resolve logistic issues
- Proven ability to work collaboratively with various cross-functional teams
- Ability to prioritize
- Has proven capacity to be flexible and capacity to adapt based on changing environment
- Excellent knowledge of computer systems and Microsoft software (Outlook, Excel, Word).
- Good organizational and time management skills.
- Demonstrates strong initiative with a positive and constructive approach to overcome challenges
- Ability to work well with minimal supervision in a fast-paced environment and to manage multiple tasks simultaneously
**Required Skills: **
Adaptability, Business Support, Communications Support, Credit Management, Customer Technical Support, Email Management, Financial Accounting Controls, Financial Operations, Human Resources (HR) Shared Services Advisory, Invoice Processing, IT Infrastructure Support, Mail Correspondence, Preparation of Financial Reports, Process Improvements, Productivity Improvements, Project Risk Assessments, Quantitative Analytics
**Preferred Skills: **
Current Employees apply HERE
Current Contingent Workers apply HERE
**Search Firm Representatives Please Read Carefully ** Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
**Employee Status: **
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
no
Job Posting End Date:
05/13/2026
***A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. **