Order Entry Clerk

Role

The role of this position is to communicate with customers about their orders as well as provide information to the production team. An order entry clerk handles all incoming orders and provides the customer with information about their order. On top of receiving customer orders, documenting customer details, and checking if there are supplies in stock, they also ensure an open line of communication with the customer about order details including but not limited to: when parts will ship if it falls outside of the stipulated due date, will cost differ from the original order price, customer account statuses. Generally, they keep customers informed about the process of the order and make follow-up calls to check that the customer is satisfied.

Requirements

A high school diploma or GED.

Prior work experience in a similar field is preferred.

Computer literacy, including word processing, spreadsheet software, and database applications.

Willingness to receive on-the-job training

An excellent rapport with customers.

The ability to handle customer complaints in a professional and calm manner.

Excellent written and verbal communication skills.

Analytical thinking, and excellent attention to detail.

Superb time management skills and the ability to coordinate team activities.

Responsibilities

Receives orders from customers via mail, phone, or other electronic means and send receipts of orders.

Obtains customers’ details and billing information and entering the information correctly into the system.

Notifies departments when supplies of items are low, or when orders could deplete available supplies.

Informs customers about prices, shipping dates, and anticipated delays.

Forwards information to the correct departments for delivery of the order.

Inspects outgoing orders to ensure compliance with customer specifications.

Reviewing orders for completeness and forwarding incomplete orders for further processing.

Liaising with production, sales, shipping, warehouse, or delivery personnel to trace or accelerate shipments.

Process orders within the company's software.

Prepares job travelers or work orders for production team whenever needed.

Develops and maintains item/estimate SKUs .

Checks inventory to make sure requested product is available.

Computes prices and any appropriate discounts.

Handle customer complaints and communicate them to management.

Prepares contracts and invoices.

Verifies customer information is correct and up to date.

Verifies potential customers are in good standing at the time the order is placed whenever applicable.

Notifies appropriate department of order and shipping date.

Reviews orders for accuracy and completion and notifies the correct personnel if issues exist that need resolving.

Strives to sell customer additional merchandise whenever applicable by looking at order MOQ profit margins.

Files copies of all orders received.

Strives to better the process of order entry and customer relations.

Expectations

The expectation of this position is to put orders into the system quickly and accurately while also providing clear and timely communication with customers on details pertaining to their orders. Individuals in this career are highly organized and should have knowledge of customer service, clerical applications, sales, and marketing. The environment is typically fast paced and high-energy, and an order clerk must be comfortable juggling a multitude of tasks at the same time.