Customer Service Representative - Order Entry

Ferguson Enterprises • South Bend, IN

2d

About The Position

The Customer Service Representative - Order Entry processes a steady flow of customer orders with speed, accuracy, and consistency using established processes and tools. The role requires careful review of pricing, shipping information, and order details to identify and resolve discrepancies before processing. The representative keeps customers and team members informed with timely, professional updates about order status, changes, and backorders, and takes ownership of order accuracy from entry through completion.

Requirements

• High level of accuracy and attention to detail, especially with multi-line numeric entry.
• Strong written communication skills, including preparing order confirmations and discrepancy emails.
• Ability to organize, prioritize, and multitask in a deadline-driven, fast-paced environment.
• Working knowledge of Microsoft Office 365, including Outlook, Teams, and Excel.
• Ownership mindset, with problem-solving and critical-thinking skills and a one-stop-shop approach to resolving issues.
• Ability to learn ERP and order management systems quickly and embrace change.
• Reliable attendance, professionalism, and accountability.
• High school diploma or equivalent.

Nice To Haves

• Associate's degree.
• Prior order entry, data entry, or customer service experience.
• Experience with ERP or order management systems such as Sage X3, Trilogie, Oracle, or SAP.
• Zendesk or similar ticketing experience.
• EDI knowledge.
• Product or industry knowledge.
• Comfort with phones and customer calls.

Responsibilities

• Enter customer orders into the Enterprise Resource Planning (ERP) system.
• Process order changes, cancellations, freight quotes, payments and deposits, and replacement orders.
• Follow established standard operating procedures (SOPs) and job aids.
• Identify and correct order discrepancies before processing.
• Own order accuracy from entry through completion and keep error rates in line with team targets.
• Respond to customers through multiple communication channels and proactively communicate updates.
• Review and manage open orders daily using open-order and order-log reports.
• Work with other departments to resolve order issues.

Benefits

• Health insurance.
• Dental insurance.
• Vision insurance.
• Paid time off.
• Life insurance.
• 401(k) with company match.
• Mental health coverage.
• Gender-affirming and family-building benefits.
• Paid parental leave.
• Associate discounts.
• Community involvement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED