Customer Service / Order Entry Representative

Job Description

Description:

Position Summary

The Customer Service / Order Entry Representative is responsible for supporting customers and internal departments by processing sales orders accurately and efficiently, responding to customer inquiries, and ensuring timely communication regarding order status, pricing, shipping, and product availability. This position plays a key role in maintaining customer satisfaction and operational efficiency. This position is onsite.

Essential Duties & Responsibilities

• Accurately enter and maintain customer orders in ERP/Order Management system
• Review orders for pricing, part numbers, quantities, shipping instructions, and terms
• Communicate order confirmations, back orders, and shipment updates to customers
• Coordinate with production, warehouse, and purchasing on order status and availability
• Resolve customer issues regarding shipments, shortages, returns, and damages
• Process RMAs, credits, and order changes according to company procedures
• Answer incoming phone calls and emails in a professional and timely manner
• Provide product information, lead times, and pricing support
• Maintain customer records, contracts, and documentation
• Monitor open order reports and follow up on delayed shipments
• Support sales team with quotes, acknowledgements, and documentation
• Escalate urgent or complex customer concerns appropriately
• Assist with filing, reporting, and general administrative support
• Maintain confidentiality of customer and company information

• 2+ years of customer service or order entry experience (manufacturing or distribution preferred)
• 2+ years of experience using an ERP system (SAP, Epicor, Oracle, NetSuite, etc.)
• Proficient in the use of Microsoft Outlook, Excel, and Word programs
• Excellent organizational skills
• Ability to meet deadlines, maintain accuracy and attention to detail under pressure
• Experience in handling RMAs and credits
• Understanding of shipping methods, freight terms, and backorders
• Inside sales or sales support experience
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and critical thinking ability
• Ability to work independently and as part of a team
• Professional communication skills (phone and email)

Preferred Qualifications

• Experience using AS400 ERP System
• Bilingual proficiency in Spanish and/or Italian is a plus