Description

The Order Entry Specialist is required to successfully process both manual and EDI orders to 3PL accurately and on time. A high focus on building strong working relationships with their Customer Service Executive and act as operational support to them on a daily basis. The ability to communicate clearly with both internal and external customers is a critical skill for this role. The Order Entry Specialist will be responsible for driving credit note improvements on their accounts through efficient management of back door rejections. The Order Entry Specialist must be committed to providing a phenomenal customer experience.

Responsibilities

•  Communicating the expected delivery date of orders with customers and sales.
•  Flag any pricing and obsolete EDI master data drops to Customer Service Exec & Sales team immediately for resolution.
•  Capturing all orders received before the 3pm final simulation to 3PL.
•  Simulating orders to 3PL for planning.
•  Follow up on orders (Pending official order number / On credit hold / Booking slots).
•  Investigate the reason for returns and respond to 3PL within the 30 min turn around time.
•  if unable to convince the customer to accept the stock.
•  Summarizing all returns, route causes and actions for the weekly credit note meeting.
•  Ensure approval and reason code emails for all returns are saved on the Share point folder for Audit purposes.
•  No returns due to order entry errors.
•  Informing customers if they have not ordered on the correct Nominated order day (NOD) for their nominated delivery date (NDD).
•  Ensure orders for booking customers are simulated to DHL as they are received to ensure we are able to secure the best possible delivery slot.
•  Communicate with the 3PL CS team & planner with any specific delivery instructions received from the customer.
•  Attend weekly meetings with Customer service Exec’s, sales team and customers where possible.

Requirements

•  Proven background in customer service with a strong emphasis on exceptional service standards.
•  Highly detail-oriented with the ability to manage and prioritise a diverse workload under tight deadlines.
•  Comfortable working with people at all levels and eager to own responsibilities and drive improvements.
•  Familiar with Supply Chain concepts and the pivotal nature of the Customer Service Representative role.
•  Proficient with SAP and Excel, using these tools to deliver accurate data analysis and business insights.