Remote Order Processing Agent

Salary: $25.00 Hourly

BioIVT is a leading global provider of research models and value-added research services for drug discovery and development. We specialize in control and disease-state biospecimens, including human and animal tissues, cell products, blood and other biofluids. Our unmatched portfolio of clinical specimens directly supports precision medicine research, aiming to improve patient outcomes by coupling comprehensive clinical data with donor samples. As the premier supplier of hepatic products, including hepatocytes and subcellular fractions, BioIVT enables scientists to better understand the pharmacokinetics and drug metabolism of newly discovered compounds and their effects on disease processes. By combining our technical expertise, exceptional customer service and unparalleled access to biological specimens, BioIVT serves the research community as a trusted partner in elevating science.

The Order Processing Agent (Tier 1) is responsible for accurately entering, reviewing, and processing customer orders in accordance with defined service level agreements (SLAs) and company policies. This role focuses on precision, compliance, and delivering a positive customer experience through clear communication, accurate data entry, and effective collaboration with internal teams. Tier 1 agents handle straightforward orders and issues, escalating exceptions or non standard requests as needed.

Location Requirement: While we consider applicants from most states, we are unable to hire in AK, HI, NM, ND, SD, RI, or VT.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Enter, review, and process customer orders in Salesforce within defined SLAs, ensuring polite, clear communication and acknowledgment of any issues.
• Verify order details including products, pricing, quantities, delivery requirements, and customer information, referencing SOPs to ensure accuracy.
• Ensure all orders are complete, accurate, and compliant with internal policies, approval requirements, and quality standards.
• Identify and resolve straightforward discrepancies or missing information using documented procedures before releasing orders.
• Communicate order status, issues, and required actions to Sales and internal stakeholders in a professional and timely manner.
• Escalate non standard orders or exceptions following established processes and clear escalation handoffs.
• Maintain accurate order documentation and audit trails within Salesforce to support compliance and future reference.
• Support order amendments, cancellations, and corrections as needed, ensuring adherence to SOPs.
• Contribute to continuous improvement by identifying recurring order issues or process gaps and sharing observations with the team.

QUALIFICATIONS

• 1–3 years of experience in order processing, customer support, sales operations, or a similar role.
• Hands on experience with Salesforce or comparable CRM systems (required).
• Strong written and verbal communication skills with the ability to follow templates and acknowledge customer concerns.
• Comfortable working in a structured, SLA driven environment.
• High attention to detail and commitment to accurate data entry.
• Ability to follow SOPs and compliance requirements with precision.
• Composed and professional demeanor, with openness to feedback and continuous improvement.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

Other duties may be assigned.

We offer a comprehensive benefit package for eligible team members, including medical, dental, vision, short-term/long-term disability, life insurance, hospital indemnity and accident insurance. We also provide a generous retirement plan with a company match. Eligible employees enjoy competitive time-off policies and a collaborative environment that promotes growth from within. Enjoy company-sponsored events for the entire team!

Join Us!

We can’t wait to work with you! At BioIVT, we believe that diversity and inclusion are key drivers of innovation and success. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their unique perspectives to the table. We seek to build a diverse team and encourage applications from people of all backgrounds, experiences and identities.

To Learn more about our mission and team culture, click here!

BioIVT is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We strongly encourage veterans and individuals with disabilities to apply and are committed to providing reasonable accommodations throughout the application and employment process.