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Adaptable and organized individual needed to work in a multiple task team environment answering and taking incoming phone orders. Responsible for inputting orders received by various methods into specialized software system. Must have demonstrated computer and data entry (minimum 40 WPM) experience. Professional written/verbal/telephone communication skills are a must.
The Order Entry/Customer Service Associate is responsible for entering customer orders into the Fulfillment software. The orders are received via: telephone, facsimile, mail, in-house and internet. S/he will work within a team atmosphere, as well as answering incoming loop calls daily. The Order Entry Operator will represent HK in a courteous and professional manner.
1. Researches and inputs all customer phone, facsimile, internet, in-house and mail order(s) into Fulfillment software
Rated weight function .40
a. Completes accurate data entry of orders including mandatory prompted customer and product information.
i. Verifies shipment method on all YMCA orders so that materials will arrive before the course date.
B. Meets HK’s established order entry timeframe.
C. Follows customer account guidelines during insertion and/or amend.
2. Serves as one of a team to receive inbound calls on the Order Entry loop
Rated weight function .20
a. Answers the phone professionally and efficiently according to HK guidelines
b. Achieves yearly statistical phone goals.
C. Verifies customer account and order information
d. Utilizes available reference materials to accurately answer customer's questions
e. Schedules daily tasks to maximize time available on phone loop.
3. Consistently looks for ways to promote additional sales by offering appropriate customers related products or increasing item quantities.
Rated weight function .15
a. Determines the type of products of interest to the customer and suggests compatible products
b. Continually reviews and uses new product information and promotional materials.
C. During order entry records all attempts and sales in OrdersPlus software module.
4. Maintains organized, neat work area and filing systems.
Rated weight function .10
a. Develops organized paper filing system in work area so other staff can find information.
B. Utilizes Fulfillment public and personal electronic file folders to keep instructions and shared information accessible and current for all staff.
C. Files hard copies of customer orders chronologically on a daily basis
d. Clears out assigned file drawer when full and moves historical information to warehouse archives.
5. Assists with the annual physical inventory conducted at the end of April
Rated weight function .05
a. Works overtime (if required) to maintain requested timelines for daily workflow both before and after the actual physical count.
B. Completes all inventory related entry by posted deadlines.
C. Participates in actual physical count attaining a 90% or better first count accuracy.
6. Functions unique by operator – Rated weight function .10
1. Processes front-list spring and/or fall trade orders two times per year.
A. Develops and maintains a system to track the shipping status of incoming front list orders.
B. Determines items to be shipped based upon customer orders, customer
restrictions and product availability.
C. Generates customer orders(s) for front list titles as available.
2. Maintains customer shipping instructions in Fulfillment software
a. Updates and/or inserts specific carrier information on customer accounts.
B. Notifies Shipping and Fulfillment staff of major account updates.
C. Develops and maintains an organized filing system so other staff can find the
3. Updates customer accounts with blanket purchase order information
4. Backs up the following tasks
a. Picks up OE voicemail.
B. Matches, sorts and distributes pick tickets by 8:30.
c. Separates and distributes invoice copies by operator.
D. Regularly monitors, sorts and distributes incoming departmental faxes
e. Picks up and distributes incoming and outgoing “red” folder sales orders twice daily.
F. Downloads HK Internet orders.
No supervisory responsibility in this position.
The Order Entry Operator must have excellent verbal communication skills. S/he must be articulate and have good use of grammar. S/he must be able to interact effectively with customers while answering OE loop phone calls and with co-workers, both in the department and with other departments/divisions. S/he must present a helpful and courteous manner and participate as a member of a team by providing resources and problem-solving skills throughout the day. S/he should be flexible and demonstrate adaptability to change.
The Order Entry Operator must be able to organize multiple tasks simultaneously because the phone calls will be interrupting the task at hand. S/he must be able to read, comprehend, and follow instructions accurately. The Order Entry Operator must be able to prioritize tasks and take initiative on tasks where appropriate. S/he must be able to problem solve on a customer-by-customer basis. S/he must be able to demonstrate a high level of accuracy in his/her work. S/he must maintain a neat, organized office.
The Order Entry Operator must have manual dexterity sufficient to operate a computer, a telephone and other basic office equipment. S/he should be able to sit for long periods of time. This position is moderately stressful and may become highly stressful during particular times of the year. The Order Entry Operator may have occasion for lifting boxes (40-lb. maximum).
This position is one of several operators in an office separated into cubicles.
The Order Entry Operator will routinely utilize the following:
High School Diploma required
Type at least 40 words per minute with at least a 95% accuracy rating
Excellent telephone interaction skills
Demonstrated data entry experience