Operations Specialist/ Sales Support Specialist for eSupport in Reagent and Instrument Logistics Customer Service

Job Description

Position Overview

Understand and manage EDI Workflow Management in SAP; process SAP ecommerce delivery blocks; support the Webshop; answer calls into the eSupport team; address emails sent to eSupport team mailbox; work closely with IT to troubleshoot ecommerce issues; participate in ecommerce projects.
Responds to semi-complex complaints and disputes within reasonable limit of authority
  • Enter, maintain, and process eCommerce orders
  • Notify customers of delayed shipments
  • Provide customers with delivery and pricing information
  • Manage daily eCommerce reports to ensure customer satisfaction
  • Recognizes when to escalate customer issues
  • Supports customers with referral to appropriate specialist for technical support and or problem resolution when warranted
  • Supports and enhances the sale of products through knowledge of eCommerce through outbound/inbound phone calls
  • Generate revenue by managing orders for products/services from customers via electronic ordering
  • Manage daily eCommerce reports to ensure customer satisfaction
  • Collaborate with IT analysts to troubleshoot and perform system testing
  • Participate on conference calls with various internal and external customers
  • Identify and help implement efficient EDI processes
  • Assist with driving the sales & marketing of eCommerce utilization to the US customer base for Diagnostics order administration
  • Maintain a positive team environment while providing the best customer experience
  • Position reports into Customer Service Operations, Siemens Healthcare Diagnostics
Required Knowledge/Skills, Education and Experience
  • 3 to 5 years related customer service experience or equivalent combination of education and experience.
  • Strong computer skills, knowledge in Windows applications
  • Strong problem-solving skills
  • Excellent verbal and written communication skills 
  • Strong organizational skills, able to multitask and prioritize tasks
  • Able to work in a team environment, be flexible, reliable and supportive
  • Minimal travel required 
Preferred Knowledge/Skills, Education, and Experience 
  • Knowledge of SAP 
  • Successful demonstration of key responsibility and knowledge referenced above
Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity.  Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date, except where prohibited by state law.  Accommodations may be requested for certain medical or religious reasons.  If you choose to submit an accommodation request it should be submitted within 3 business days of receiving a verbal offer.  Details on how to submit approval will be provided by your recruiter.  An accommodation approval must be confirmed prior to your start date.  A start date cannot be confirmed until the accommodation has been reviewed.  An accommodation is based on your role.  If you are a currently a Siemens Healthineers employee with an existing approved accommodation, it will need to be re-evaluated prior to starting a new role.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose:  To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at 

If you wish to find out more about the specific before applying, please visit: 

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.


Organization: Siemens Healthineers

Company: Siemens Healthcare Diagnostics Inc.

Experience Level: Mid-level Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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