Order Entry Specialist

Job Description

The Customer Service Representative – IDS &RH serves as the primary customer contact for assigned customer accounts and ensures all customer needs and expectations are met. They respond to inbound customer calls and emails regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's. They assist other customer service associates with administrative duties. They communicate, collaborate, and provide support to other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. They support order processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.

Job Responsibilities

• Respond to all customer communication in a timely, friendly, and thorough manner.
• Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their customer needs.
• Communicate effectively and resolve customer issues regarding orders, processing, transportation, outstanding invoices, etc.
• Collaborate and maintain effective communication with sales, marketing, manufacturing, fulfillment, and warehouse to ensure accurate and timely responses to customer inquiries regarding product availability, pricing, and delivery requirements.
• Maintain and communicate internally and externally with customers ensuring focus on customer
• Take initiative and be detailed and proactive to ensure that customers' concerns are addressed thoroughly and accurately and to prevent line down situations.
• Contribute and collaborate with team to ensure that KPIs and customer satisfaction requirements are met.
• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's.
• Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
• Weekly meetings with Key Account Managers to discuss customer concerns.
• Weekly meetings with customers to review open order report.
• Develop good working relationships with customers.
• Have ad hoc meetings with customers and Key Account Managers as needed to ensure deadlines are met.
• Provide open order reports as requested.
• Work in close collaboration with Key Account Managers to ensure exceptional customer service.
• Handle high level of phone inquiries, responding to customers issues effectively. 
• Manage accounts for store front distribution centers.
• Provide real-time service.
• May manage billing for orders sent by service manufacturing reps (outside sales team) consignment warehouses.
• Additional duties as required.

Background & Skills

• High School diploma
• Minimum 1+ year (s) work experience or bachelor's degree in related field
• Excellent interpersonal, written, and oral communication skills
• Must possess a professional, friendly attitude
• Ability to collaborate in team environment and effectively work with internal and external customers 
• Basic Microsoft Office experience
• Strong work ethic and self-starter, able to effectively manage and own multiple priorities and adapt to change within a fast-paced business environment

Preferred:

• Customer contact center experience
• ERP (SAP) experience

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Personal insurance
• Communication package
• Opportunity to join Employee Resource Groups
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Compensation Data

HIRING SALARY RANGE: $50,000-$60,000/year. Base salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Semikron Danfoss

Semikron Danfoss unites two companies that complement each other through shared values such as enthusiasm for technology that enable a sustainable future. We believe in a modern and dynamic leadership culture to unleash the full potential of our teams.

Innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives. We strive to create an inclusive workplace where people of all backgrounds are treated equally, respected, and valued for who they are.

The success of our employees is our success. That is why we offer a wide range of development opportunities and assign great importance to the health and well-being of our employees. The foundation of our joint work is our family-like corporate culture, which is characterized by trust, commitment and genuine teamwork.