Job Type: Regular
Time Type: ☒ Full Time ☐ Part Time
Classification: ☐ Exempt ☒ Non-Exempt
Specific Location: 100% Onsite; Mahwah, New Jersey
Reports to Title: Sr. Director of Customer Service
Compensation: $55,000-$60,000 per year
Job description
Globe Scientific is an expanding manufacturer/wholesaler of laboratory products. We are seeking a Bi-lingual Order Entry/Customer Service professional with extensive order processing experience in a wholesale product distribution setting.
**Must have product distribution order entry experience** NO call center, banking, real estate, insurance, or other "services" experience please!
Excellent growth potential for hardworking, self-motivated, career-minded individual; we are looking for the right candidate to join our team in a long-term capacity and grow with us into the future.
Summary of Position
This is a hands-on, fast-paced position handling all aspects of Order Entry and Customer Support including, but not limited to:
- Answering phones
- Manage the company’s order mailbox (Prioritizing emails by urgency level)
- Order Processing
- Order Status Requests
- Product’s Documentation
- Backorder Management
- Product Availability
- Problem Resolution / Product Complaints
- Quotations
- Sample Requests
- Merchandise Returns
- Freight Claims and PODS
Required Work Experience and Skills
- Bi-lingual English/Spanish - Required with clear and concise communication skills (verbal & written)
- Extensive order processing & order management experience in an inventory-based, product distribution setting (Note: please do not apply if you only have experience in a non-inventory service industry such as a bank, law firm, call center or utilities company)
- Long-term work history (No jumping from job to job. We want a long-term team member who is looking for a career, not just a job)
- Customer-focused: Ability to instill brand-loyalty & maintain long-lasting relationships
- Strong mathematical skills, including the ability to understand different units of measure and packaging configurations
- Ability to multi-task, set priorities and meet deadlines
- Ability to navigate different customer PO formats while capturing all special requirements and instructions
- Knowledge of shipping methods and terms; experience with domestic and export shipments including required documentation
- Understanding of credit terms and ISO requirements
- Strong organization skills, quick learner with excellent retention skills, positive attitude, easy-going, ability to be flexible and patient in a fast-paced dynamic environment.
- Ability to train others and develop document job processes and procedures
- Proficiency with Outlook e-mail along with excellent Excel and Word skills
Essential Duties and Responsibilities
- Manage and fully own the complete order process from start to finish in a timely manner
- Monitors orders daily and keeps customers updated to resolve any and all issues that prevent orders from flowing through the system, shipping, and billing properly
- Prepare shipping documents including certificates of origin, bill of landings for international shipments
- Handle any delivery issues including missing shipments and damaged material
- Maintain back order and open order files, updating the customer on the order status and providing analysis when required
- Professionally manage queries and complaints to ensure that they are resolved within agreed timescales
- Ensure that the customer’s journey is seamless and recognized as first class within the industry
- Enter customer orders into ERP system (knowledge of Microsoft Dynamics Navision a plus)
- Proof and review all customer orders for accuracy (items, pricing, terms & conditions, shipping method/terms, special notes & customer instructions, etc.)
- Research and resolution of any discrepancies during the order entry process or at any other time in the order processing cycle
- Communicate with customers regarding their order throughout the processing cycle
- Communicate with other departments related to order process: pricing discrepancies, credit issues, back orders, low inventory, shipping method, etc.
- Support sales team by developing and maintaining positive relationships with customers
- Assist customers via phone and e-mail with order inquiries, product questions, shipment questions, problem resolution
- Team player with ability to work well with supervisors, co-workers, other departments, etc.
- Must be willing to cross-train as needed
Education and Experience Requirements
- High school diploma or GED accepted; College degree preferred
- 5+ years’ experience at an inventory-based company (order management / customer service)
Physical/Mental Requirements
Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.
- Ability to frequently work in a stationary position for long periods of time
Globe Scientific is an Equal Opportunity Employer. Globe Scientific does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualification, merit, and business need.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- What is your level of proficiency in Spanish?
Experience:
- Order Management: 5 years (Preferred)
Ability to Commute:
- Mahwah, NJ 07430 (Required)
Ability to Relocate:
- Mahwah, NJ 07430: Relocate before starting work (Required)
Work Location: In person