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Global Customer Order Manager Resume

Highland Heights, OhiO


Solutions and Customer - focused supply chain professional with a progressive experience in global order management with a demonstrated history of working in the healthcare industry and the Confidential industry. Skilled in Negotiation, Customer Relationship Management (CRM), Market Research, Team Management, and Operations.


Project ManagementCustomer Relationship Management

Process Improvement Change Management

New Product IntroductionsInternational Logistics

Purchase Ordering Forecasting

Conflict ResolutionRoot Cause Analysis

Technically Proficient in Microsoft Suite, SAP/ERP


Global Customer Order Manager

Confidential, Highland Heights, Ohio


  • Led all Computed Tomography/Advanced Molecular Imaging system orders from Order-to-Cash for global market regions.
  • Managed assigned projects, created action plan and coordinated with relevant departments to ensure smooth execution of project.
  • Handled several New Product Introduction projects, performed User Accepted Testing and wrote working instructions and Standard Operating Procedures.
  • Communicated and responded to escalations to final resolution within 48 hours to ensure optimum customer satisfaction.
  • Acted as the single point of contact between Product Manufacturing Group, Key Market, Project Managers, Planning/Logistics, Quality & Regulatory, Marketing and Finance
  • Ensured proper order configuration, checked orders against Philips Export Control Policies, and performed extensive screening to monitor sanctioned parties.
  • Worked closely with the factory to evaluate slot availability and shipping point according to system modality and communicated promised delivery dates to the business center.
  • Worked regularly with Key Market and Project Managers to actively manage and evaluate sales orders and answer enquiries on related issues promptly.

Head of Customer Service & Business Support



  • Managed local and export orders of global Confidential key accounts from order processing to increasing business potentials.
  • Researched and adopted strategies for a smoother process flow.
  • Managed and coached 6 members of the Customer Service teams, assigned mandates, and managed the customs clearance team.
  • Set KPIs and measured team performance against assigned goals.
  • Created a surveying system addressed to customers to collect company performance data, analyze and report results to the Sales Director.
  • Monitored monthly sales figures, compared them with set budgets, and reported to headquarters.
  • Visited clients to strengthen and maintain service excellence.
  • Applied strategies in order to maximize customer satisfaction, to achieve punctual deliveries and regular customer follow-ups.
  • Managed customer complaints and followed up on corrective action application within a 48 hour timeframe.
  • Negotiated freight cost deals with suppliers for Ocean/Air/Land shipping.
  • Handled all marketing materials like the company’s website and its applications.
  • Coordinated with finance/ collections department and customers payment methods.
  • Reviewed Letters of Credit (LC) and coordinated with bank sending of shipping documents.
  • Worked with freight forwarders to enquire about sea/air freight charges, to book plane/vessel and to obtain AWB number/Bill of Lading.
  • Created shipping documents including invoices, packing lists, s of origin and s of analysis.
  • Calculated monthly sales s for the sales team and compared it with yearly sales targets.
  • Collected forecasts from clients and report expected quantities to coordinate accordingly with relevant departments.
  • Researched information on competition and compared marketing strategies.

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