Customer Service Specialist – Order Entry

Customer Service Specialist I – Order Entry

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.

• 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.

• 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…