IT Order Entry Service Specialist

CDS Logistics•Middle River, MD

39d•$16 - $18•Onsite

About The Position

The Order Entry Service Specialist is responsible for acting as a team member to support the day-to-day operations of the Order Entry department. Areas that support activities are tied to, will be: manual order entry, POD processing and management, data validity, report generation and review, account management -including, but not limited to responding to internal and external customer inquiries, supporting customer relationships, and problem solving for customer and any other areas as needed/assigned. This position will be a point of contact for customers within our Network of Agents, Vendors, and Internal Departments for resolving issues related to the Network Management Function. Our primary goal is to ensure excellent customer service standards and maintain high customer satisfaction.

Requirements

Communication (written, oral and listening).
Relationship Management.
Critical Problem Solving.
Sense of Urgency.
High Accuracy and Attention to Detail in Fast Paced Environment.
Computer Literate, Proficiency in Word Processing, Excel Spreadsheet, Outlook
Displays a high degree of tact and diplomacy when speaking with clients, customers and employees
Ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor
Minimum High School diploma or GED.
Minimum 1yr experience completing a high volume of data entry activities
Minimum 1yr experience with customer service/customer issue resolution.
Experience working in order management software.
Strong customer service skills.
Excellent communication skills; verbal, written and listening.
Excellent attention to detail.
Ability to take and apply constructive criticism.
Strong organizational skills to handle multiple priorities and streams of information.
Analytical and resourceful hands-on problem solver
Must work well in a team environment and independently
Must be available for occasional overtime

Nice To Haves

Associate’s or Bachelor's degree
TMW Experience
The ideal candidate will have 2-3 years of Administrative Support, Data Entry or Customer Service experience and a willingness to learn while working in a team environment.

Responsibilities

Manage Data Entry Activities, to include manual order entry, issue resolution support, proof of delivery (POD) imaging and other needs as required by the department.
Answering phone calls and emails from internal and external customers and logistics network agent locations.
Problem solve and/or escalate to other order entry service reps for assistance
Assign and complete Order Entry tickets in the order they are received while being able to prioritize requests based on their urgency
Manage reports as requested by supervisor
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Act as a backup to the receptionist when they are absent and cover duties maintained by this position, including but not limited to answering the reception phone line, receiving packages, welcoming guests.
Crosstrain new Order Entry employees to ensure seamless coverage while out of office
Document new processes related to manually entering orders, requesting Missing ASNs or classifying PODs