Role Description The Order Management Specialist will be a partner to our customers in making sure their orders receive timely attention and care with a North America and Europe focus. This role works closely with the Revenue team, Sales, Support, and Operations teams to ensure orders are processed accurately and efficiently and that we have a seamless and efficient quote-to-cash process. As scaling and automation are a large focus, this person will work closely with their manager and cross-functional departments to help drive process & systems enhancements. This position can be fully remote, hybrid, or in-person. - Ensure orders are processed in a timely, efficient, and accurate manner with a strong focus on month-end and quarter-end deadlines - Interface with customers to address order related inquiries such as availability of product, pricing, and fulfilment timing - Collaborate with sales, supply chain, and customer support teams to resolve complex order issues such as tax, tariffs, order terms and status, parts availability, and purchase order terms - Prepare quotes for internal and external customers for service, parts, and consumables - Collaborate with accounting on entering orders that assist in proper invoicing - Gather, review, and organize all documentation related to orders - Provide support to sales organization in terms of data requests for customers and order information - Ensure accuracy of transactions to maintain reliability in financial reporting - Develop and document process improvement solutions to achieve company objectives Qualifications - 3+ years of experience in order management, sales operations, or customer service in a Life Science Tools or Capital Equipment company - Experience with ERP system – NetSuite, Salesforce, and MS Office preferred - Strong interpersonal, organizational, communication, and customer service skills - Familiarity with sales contract language and terminology - Ability to solve practical problems and deal with changing variables in uncertain situations - Ability to operate in a fast-paced environment with moderate supervision - Bachelor's degree preferred Requirements - The US base salary range for this full-time position is $80,000 – $90,000. - This salary range is an estimate, and the actual base salary may vary based on the Company’s compensation practices. - This role is also eligible for our annual bonus program and comprehensive health and retirement benefit programs. Benefits - Annual bonus program - Comprehensive health benefits - Retirement benefit programs

• Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers. • Engaging with customers to navigate their finance or lease journey. • Resolving complex inquiries with precision to build long-term loyalty. • Ensuring every interaction is seamless to enhance Ford Credit Canada’s reputation as a customer-focused industry leader.

• Answer incoming phone calls, texts, chats and respond to written communications. • Troubleshoot any issues related to the consumer product. • Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved. • Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes. • Prioritize and handle multiple responsibilities. • Provide information, support, and guidance to consumers. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. • Fully, accurately, and immediately document all telephone calls in the appropriate CRM system.

• Answer incoming phone calls, texts, chats and respond to written communications. • Troubleshoot any issues related to the consumer product. • Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved. • Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes. • Prioritize and handle multiple responsibilities. • Provide information, support, and guidance to consumers. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. • Fully, accurately, and immediately document all telephone calls in the appropriate CRM system. • Use correct grammar and make appropriate word choices in written communication and data capture. • Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail. • Listen actively to others and ask appropriate questions for clarification. • Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.