Customer Service Specialist I – Order Entry

Job Summary

The Customer Service Specialist I Order Entry is an entry-level individual contributor responsible for accurately processing validating and maintaining customer orders while providing responsive support to customers distributors sales teams and internal business partners. Working under general supervision and within established procedures the role reviews orders received through electronic and manual channels identifies discrepancies coordinates routine resolutions maintains complete records in ERP and CRM systems and communicates order status and required actions. The role applies foundational customer service and order-management knowledge to resolve routine issues escalates non-routine matters appropriately develops proficiency in relevant systems and processes and contributes to service quality operational efficiency and customer satisfaction. This position does not include formal people-management responsibility.

Responsibilities

• Receive review proofread enter and acknowledge customer purchase orders received through EDI DCS email and manual-entry channels in accordance with established procedures and customer requirements.
• Validate customer product pricing quantity delivery shipping and account information to support accurate and timely order processing.
• Review system-generated reports and electronic order queues to identify errors exceptions duplicate orders incomplete information and other discrepancies requiring follow-up.
• Communicate order discrepancies status updates required actions and routine process information clearly to customers distributors sales teams and internal stakeholders.
• Coordinate with Product Management Sales Quotes Accounting Information Technology Customer Service Warehouse and Logistics to resolve routine order-entry issues and meet customer commitments.
• Perform routine order maintenance including schedule and quantity changes cancellations pricing requests expedite requests shipping updates and order or inventory status inquiries.
• Document customer inquiries order activity decisions and resolutions accurately in ERP CRM and related systems to maintain complete and reliable records.
• Maintain customer-specific order-processing requirements item cross-reference data and other assigned account information within established controls.
• Respond to routine customer and sales inquiries through phone email chat and other approved channels providing accurate information and timely follow-through.
• Support customer onboarding by gathering requirements updating account information coordinating assigned activities and participating in customer discussions as requested.
• Resolve routine issues by applying established policies procedures and job knowledge; identify root causes when practical and escalate non-standard high-risk or complex matters to the appropriate resource.
• Meet established accuracy service productivity quality and training expectations while managing assigned priorities and deadlines.
• Develop working knowledge of products customer requirements business processes policies and systems through training feedback and on-the-job experience.
• Identify recurring issues and practical opportunities to improve order accuracy customer experience documentation or workflow efficiency and share recommendations with the appropriate stakeholder.
• Support team objectives special projects knowledge sharing and other related duties as assigned.

Qualifications

• Associate degree in Business Logistics Supply Chain or a related field and up to two years of customer service order processing administrative support or related experience; an equivalent combination of education and relevant experience may be considered.
• Foundational understanding of customer service and order-processing practices with the ability to learn company products policies customer requirements and business processes.
• Strong attention to detail and business-math skills with the ability to review data identify discrepancies and maintain accurate records.
• Effective written and verbal communication skills and the ability to interact professionally with customers and cross-functional partners.
• Organizational time-management and problem-solving skills including the ability to prioritize routine work meet deadlines and adapt to changing business needs.
• Ability to follow established procedures use sound judgment within defined parameters accept feedback and escalate matters requiring additional guidance.
• Ability to work independently on assigned activities and collaborate effectively as part of a team.
• Proficiency with Microsoft Word Excel and Outlook with the ability to learn and use ERP CRM EDI and related order-management applications.
• Experience in a business-to-business customer service order-entry distribution or manufacturing environment preferred.d

Essential Job Functions

• Must be able to work overtime.
• Must be able to sit for up to four hours at a time and up to eight hours in a workday.
• Must be able to use a computer keyboard and mouse to perform data entry and related order-processing activities.
• Must comply with company dress code guidelines.
• Punctuality and attendance must be maintained in accordance with company policies.

Perks & Benefits

Phoenix Contact offers a generous benefits package that includes medical dental and vision coverage 401k matching and a generous time off package. There are also a wide variety of additional benefits available including 14 weeks fully paid maternity leave & 6 weeks fully paid paternity leave life insurance short & long-term disability assistance and more!

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_{Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age color disability gender identity or expression marital status national or ethnic origin political affiliation race religion sex (including pregnancy) sexual orientation veteran status and family medical or genetic information.}

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_{Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact including unsolicited resumes sent to a Phoenix Contact mailing address fax machine or email address directly to Phoenix Contact employees or to Phoenix Contacts resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contacts Head of People & Organization or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact recruiters agree to be bound and comply with this policy.}