Customer Service Representative - Order Entry
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 involves reviewing pricing, shipping information, and order details to identify and resolve discrepancies before processing. The representative communicates professionally and promptly with customers and team members about order status, changes, and backorders, and owns order accuracy from entry through completion. The position collaborates with other departments to resolve order issues and supports a positive customer experience through careful order management and follow-through.
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; the posting notes that many external postings ask for one or more years.
- 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 provide order updates.
- Review and manage open orders daily using open-order and order-log reports.
- Work with other departments to resolve order issues.
Benefits
- Health, dental, and vision benefits.
- 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.
- Bonus or incentive plan eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
