Order Management Representative

Pacific Biosciences
Job Location
1380 Willow Road
Menlo Park, CA 94025
Job Description

This position directly supports our Sales Operations, including Order Management and Customer Services, as well as Pricing, Invoicing, Credit Evaluation, and Accounts Receivable. This position will strive to respond timely to customer inquiries and requests and maintain the highest level of Customer satisfaction.  Provides reliable data for audits, reporting, and planning purposes.  Actively participates in quote-to-cash, and cross-functional process improvements.

•    Support to Sales during pre-sales negotiations (quotations, bid preparation, special requests in the quoting stage)
•    Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning and other functional groups to drive the process from quote to order fulfillment.
•    Daily coordination of all customer-facing activities related to instruments and reagent quotes and order management, including follow-up and resolution.
•    Receives and reviews customer purchase orders to ensure they meet finance standards and are SOX compliant.  Review and validate terms and conditions, escalate as appropriate
•    Order confirmation and processing in SAP
•    Order shipment: cross-functional coordination to ensure timely and correct delivery
•    Order invoicing in compliance with revenue recognition policy
•    Order to invoice follow-up (open order report management, follow-up on any special contractual obligation) to ensure the most accurate and fast time-to-collection
•    Customer call management: Collection Calls, order/billing inquiries; escalation and cross-functional solution of any issues/requests
•    Sales Operations reports and analysis (management reports, SOX reports for orders, invoices, shipments)
•    Pricing implementation and execution
•    Audit compliance (document controls, process controls, reports, cooperation with PacBio’s External Auditors)
•    Initiate returns goods authorizations, product replacement orders and/or credits, and performs timely follow up to ensure material is received


•    5+ years of experience in the function (International experience is a plus)
•    Excellent communication skills (both verbal and written)
•    Performs highly accurate work (high attention to detail)
•    Experience with SAP or similar ERP system is highly preferred
•    Experience with SalesForce or similar CRM system preferred
•    Demonstrated proficiency in MS Word, MS Excel, and email systems is required
•    Proactive self-starter that drive for results, customer advocate
•    Able to interact at many levels within the organization, internal and external
•    Ability to successfully work in a dynamic environment, subject to change as the business expands
•    Able to work under pressure and tight timelines
•    Problem solving attitude and cross-functional perspective
•    Ability to initiate and complete process improvement through influence/teamwork
•    Understanding of basic SOX rules relative to order management including invoicing and revenue recognition

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

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