Order Entry Specialist

Position Summary

The Customer Service Representative provides front-line support to customers and field sales teams by managing product orders from entry through fulfillment. This role requires strong judgment, initiative, and a customer-focused mindset to ensure high levels of satisfaction. The position works cross-functionally to resolve issues, support process improvements, and uphold quality and regulatory standards.

• Minimum of 4 years of experience in a customer service or support role, or an equivalent combination of education, training, and experience
• Previous experience in the medical device industry preferred
• Experience working with QAD or a similar ERP system required
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Power Point
• Experience using Salesforce is a plus
• Excellent written and verbal communication skills
• Demonstrated ability to deliver exceptional customer service
• Strong organizational, time management, and multitasking skills
• Self-motivated with strong attention to detail and ability to meet deadlines
• Ability to work cross-functionally with a sense of urgency and customer-driven focus
• Ability to work independently with minimal supervision
• Accurately and timely enter and process customer orders received via phone, fax, or email in accordance with company policies and procedures
• Validate customer data, including pricing, terms, exceptions, and special shipping requirements from order entry through invoicing
• Advise customers on product availability and inventory status
• Support the sales team with account inquiries related to carrier issues, product availability, pricing, and billing
• Resolve routine customer issues professionally and proactively, escalating only when necessary
• Process product returns using QAD in compliance with regulatory and documentation requirements
• Coordinate with operations and shipping teams to ensure timely and accurate order fulfillment
• Respond to customer complaints with urgency, notifying appropriate stakeholders and escalating when required
• Maintain accurate customer account information and related billing documentation
• Handle sensitive customer and company information with confidentiality
• Complete assigned administrative tasks and projects in a timely manner
• Foster a positive, collaborative work environment
• Actively promote and support the Quality Management System, Quality Objectives, and Quality Policy
• Ensure compliance with Good Manufacturing Practices (GMP), FDA, and applicable regulatory requirements
• Support the company's Management Review process
• Communicate concerns related to product quality to responsible personnel
• Perform all job duties in a safe and effective manner
• Perform other duties as assigned

• Health insurance
• Health savings account
• Vision insurance
• Flexible spending accounts
• Life insurance

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.