Location: West Lafayette,IN, USA
The Order Entry Associate ensures a high level of customer service by taking ownership of customer inquiries and handling orders from receipt of the purchase order through the delivery of goods. This person serves as primary point of contact for customers placing orders, as well as the gatekeeper for those with service or technical issues. By working closely with internal staff including sales, production, shipping and finance teams, this roll ensures excellent customer service from start to finish. The primary responsibilities of the Client Support Specialist fall under three categories:
* Provide excellent customer service
* Process orders
* Maintain accurate records
ResponsibilitiesProvide Excellent Customer Service
* Provide timely, attentive, upbeat service to the customers, making sure their needs are met in a manner that reflects positively on the company.
* Listen to customers' concerns and report them to the proper internal channel. Handle complaints, issues and returns in a timely manner.
* Provide technical information on products or can refer the customer to the proper people or resources to quickly answer their questions.
* Is able to build an understanding of how products are connected and to offer upsell opportunities.
* Review customer accounts and transactions while resolving issues
* Communicate with customers through phone, email, chat, and helpdesk.
* Refer customers to superiors when necessary.
* Work with the sales team to create better methods to address customer complaints
* Study and maintain familiarity with all customer service processes.
* Follow written customer service procedures and help identify mistakes or gaps in those processes.
* Make recommendations for process changes that will improve the customer experience.
* Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
Process Orders
* Receive incoming orders via fax, phone, email and website.
* Review orders for complete and correct information.
* Calculate additional fees or charges (such as shipping) associated with the order.
* Enter orders into MRP/ERP system with accuracy and attention to detail.
* Send order acknowledgments to customers.
* Contact customers when an order has changed to provide them with up-to-date information as well as options for order fulfillment
* Understand customer/sales needs and communicate to Purchasing/Shipping/Operations to make sure we execute on those needs.
* Escalate any special requests that require operations support, including non-stock parts, variances and any other non-standard customer requests.
* Assist sales team with creating and following up on basic quotes.
* Modify orders according to customer change-order requests and notify all impacted parties.
Maintain Accurate Records
* Records customer inquiries by documenting inquiry and response in customers' accounts, both CRM and ERP systems.
* Maintain accurate records/notes via a combination of software systems and Excel/Word documentation.
* Review and transcribe client data including tax exemptions, customer terms, shipping information and more.
* Enter customer issues in internal tracking system, update the issues on a regular basis as new information becomes available.
* Utilize pricelists and other tools to apply the correct discounts for distributors, resellers and customers.
* Capture and store all data related to individual sales orders, including quotations, purchase orders, sales orders and shipping documents.
* Provide accurate lead time details to customers at each stage of the sales process.
Qualifications* Highschool diploma or equivalent required
* College degree is highly desirable
* At least 2 years' experience in a customer service environment
* ERP Experience
* Experience working with large corporate accounts is a plus
* Excellent verbal and written communication skills
* Takes full accountability for customer satisfaction with a highly professional personality and demeanor
* Strong attention to detail is essential, including correct spelling and correct documentation of a sequence of numbers
* Proficiency with standard office software such as Microsoft Word, Excel, Outlook.
* Ability to successfully present company policies and procedures
* Ability to follow written and verbal instructions
* Ability to work with changing priorities
* Can clearly inform customers and colleagues about changes
* Familiarity with CRM systems, Online Chat, Helpdesk ticketing systems is a plus
* Various software applications sustained by a Windowsa platform. (Excel, Word, PowerPoint, etc.)
* Ability to read, write, speak and understand English
*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.
Inotiv is a growing contemporary drug discovery and development company where we Play to Win in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.
Inotiv has been named a 2023 Top Workplace!
Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!
Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.
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