Title: Order Entry Service Specialist
Type: Full Time (Monday – Friday)
Classification: Non Exempt, Hourly
Reports to: Order Entry Manager
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.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear, sit for prolonged periods of time, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee may sometimes lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Travel
Little to no travel is expected for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
