Order Processing Customer Service Representative

About the position

The Order Processing Customer Service Representative is responsible for accurately and efficiently processing customer orders and managing associated database documentation, ensuring a smooth and timely order experience. This role involves maintaining effective communication with customers, resolving issues, and collaborating with internal teams to support customer satisfaction. The representative must consistently deliver accurate, courteous and professional service, contributing to an exceptional customer experience and supporting operational success.

Responsibilities

• Provide excellent customer service by responding to inquiries and resolving issues promptly and effectively.
• Handle customer complaints and find appropriate solutions to ensure customer satisfaction.
• Provide prompt and effective responses to customer inquiries, including pricing, product availability, shipping terms, and complaint resolution.
• Communicate, when necessary, with Accounts Receivable for orders involving new account status and credit hold status.
• Responsible for setting up and processing standing orders.
• Communicate, when necessary, with Sales concerning pricing or other customer issues.
• Accurately process direct and distribution customer orders through various channels (phone, fax, email, voicemail, EDI) using the Meridian ERP System.
• Handle customer complaints, process Customer Order Resolutions (CORs), and work with relevant departments to ensure timely problem-solving.
• Work with Materials Management to ensure FIFO compliance, monitor product inventory, and allocate/deallocate orders as needed.
• Attend departmental meetings as requested by management.
• Maintain and update customer records and database information accurately and in a timely manner.
• Other duties as assigned.

Requirements

• High School diploma or general education degree (GED) is required.
• Two to four years customer service experience required.
• Two years order processing/Data Entry experience required.
• Excellent interpersonal, organizational, written, and oral communication skills along with excellent customer service skills.
• Ability to read, understand and follow all company Standard Operating Procedures (SOPs) and guidelines.
• Must be a self-starter, detail oriented and organized.
• Must be able to prioritize and balance workloads and meet strict critical deadlines and perform under pressure in a fast-paced environment.
• Strong computer proficiency at an advanced level (MS Office (Excel/Word/PowerPoint) - along with strong Infor XA/MAPICS experience.
• Excellent problem solving and troubleshooting skills.
• Must be able to work independently as well as collaboratively in a team setting with peers and other departments in a cross functional setting.
• Ability to maintain regular attendance and punctuality requirements.
• Availability to work flexible hours, including evenings or weekends, as needed.