Customer Service Specialist I – Order Entry

Job Summary

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.

Responsibilities

• 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.

Qualifications

• 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 combination of education and relevant experience may be considered.
• Foundational understanding of customer service and order-processing practices, with the ability to learn company products, policies, customer requirements, and business processes.
• Strong attention to detail and business-math skills, with the ability to review data, identify discrepancies, and maintain accurate records.
• Effective written and verbal communication skills and the ability to interact professionally with customers and cross-functional partners.
• Organizational, time-management, and problem-solving skills, including the ability to prioritize routine work, meet deadlines, and adapt to changing business needs.
• Ability to follow established procedures, use sound judgment within defined parameters, accept feedback, and escalate matters requiring additional guidance.
• Ability to work independently on assigned activities and collaborate effectively as part of a team.
• Proficiency with Microsoft Word, Excel, and Outlook, with the ability to learn and use ERP, CRM, EDI, and related order-management applications.
• Experience in a business-to-business customer service, order-entry, distribution, or manufacturing environment preferred.d

Essential Job Functions

• Must be able to work overtime.
• Must be able to sit for up to four hours at a time and up to eight hours in a workday.
• Must be able to use a computer keyboard and mouse to perform data entry and related order-processing activities.
• Must comply with company dress code guidelines.
• Punctuality and attendance must be maintained in accordance with company policies.

Perks & Benefits

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 14 weeks fully paid maternity leave & 6 weeks fully paid paternity leave, life insurance, short & long-term disability, assistance, and more!

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Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email [email protected].

Notice to Staffing Agencies, Placement Services, and Professional Recruiters:

Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact, including unsolicited resumes sent to a Phoenix Contact mailing address, fax machine or email address, directly to Phoenix Contact employees, or to Phoenix Contact’s resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contact's Head of People & Organization or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact, recruiters agree to be bound and comply with this policy.