Order Entry Jobs

About The Position

Requirements

• Customer service experience in a call center, administrative, or client-focused environment
• High school diploma or equivalent experience
• Experience working with computers, email platforms, and internet-based tools to assist customer interactions
• Strong verbal and written communication abilities. Able to handle a high volume of inquiries through phone, email, live chat, and other channels
• Demonstrated ability to resolve concerns with professionalism, courtesy, and patience
• Proficiency with standard office software (e.g., Outlook, Word, Excel)
• Ability to rapidly understand and use internal Customer Relationship Management (CRM) systems, order-entry systems, and web-based account tools
• Strong typing, data entry, and documentation skills with a high level of accuracy
• Capacity to function efficiently within a structured and orderly setting
• Comfort with routine, repetitive tasks while maintaining accuracy and quality
• Ability to remain seated for extended periods and work effectively in an office environment

Nice To Haves

• Associate or bachelor’s degree preferred (Life Sciences, Healthcare Administration, Business, or related field)
• Experience with clinical laboratory functions, proficiency testing initiatives, or accreditation standards
• Background/exposure to medical terminology
• Experience assisting customers through phone, email, and live chat within a structured setting
• Experience communicating program selections, renewals, and order modifications through internal systems
• Coursework or exposure to Clinical Laboratory Improvement Amendments (CLIA), College of American Pathologists (CAP), or other accrediting bodies

Responsibilities

• Develop an in-depth understanding of clinical proficiency testing, including API’s program offerings, to help participants select appropriate programs
• Address participant questions through phone, email, and live chat promptly, courteously, and accurately
• Handle account updates, new orders, and order modifications through the company’s systems and tools
• Review, revise, and process annual renewal orders beginning in early August
• Assist participants with the API website, including login issues and navigation
• Works together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concerns
• Prepare quotes to obtain payments or purchase orders for new program enrollments
• Support participants who receive notices from accrediting agencies by partnering with the QA department
• Maintain accurate and organized participant account records and documentation
• Communicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interaction
• Enhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concerns
• Assist with collection of accounts receivable as needed
• Performs other duties as required, or assigned by management, to meet business need
• Responsible for daily activities such as responding to customer inquiries, updating accounts, processing orders, and documenting interactions
• Support monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenance
• Contribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectively
• Work within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervision
• Exercise independent judgment when resolving routine participant questions and identifying the appropriate next steps
• Suggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identified
• Primarily tactical and operational, with a strong focus on day-to-day participant support, accurate data processing, and adherence to quality standards
• May participate in small process-improvement efforts but does not engage in long-term planning
• Regularly connects via email, phone, live chat, and fax to assist participant needs
• Participate in internal team meetings, contribute updates, and documents customer interactions in internal systems
• May help draft participant instructions or contribute feedback on customer-facing materials
• This role does not have direct reports and does not manage staffing, recruiting, or performance for others
• May assist in onboarding new team members by sharing process knowledge or participating in peer-training or “buddy” activities
• Complete defined processes such as account updates, order entry, renewal processing, documentation, and customer triage
• Ensure compliance with SOPs, data accuracy standards, and established QA procedures
• Advance issues appropriately when they fall outside of standard guidelines
• Develop expertise in: API’s proficiency evaluation programs: LGC systems, Customer Relationship Management (CRM) platforms, and workflows: Customer account management processes Website navigation and participant troubleshooting: Serve as a knowledgeable resource for participants seeking guidance on program selection or account concerns
• Actively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experience
• Support team initiatives aimed at improving efficiency, quality, and workflow consistency
• Contribute feedback to improve SOPs, training materials, and customer resources

Benefits

• Paid training
• Generous PTO
• Tuition reimbursement
• 401k with employer match
• Medical/Dental/Vision insurance
• Life insurance
• Employer-paid short-and-long term disability
• Flexible spending account or Health Savings Account