Data Entry Specialist

Position Summary: The data entry clerk is the first point of contact for many of our customers. They are responsible for delivering great service and support the business by responding to customer enquiries, updating the business systems, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand. This position will serve as the primary interface responsible for ensuring the most efficient and positive relationship with our customers, while enabling level-loading of production and expeditious resolution of customer assertions. The role will support the teams Senior Customer Account Representatives and report into the Manager.

Essential Job Duties and Responsibilities:

Job Duty %

• Responsible for receiving, reviewing, and entering purchase orders into the enterprise resource planning (ERP) system.

• Raising quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.

• Respond to various customer emails and phone calls to manage their orders and enquiries; will act as the primary point of contact by customers’ buyers and supply chain personnel.

• Refer any pricing queries to the Customer Account Representatives and/or the Commercial functions to ensure accurate pricing is applied.

• Track and reconcile internal and external customer score cards, which includes verification of the metrics by which we are judged.

• Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.

• Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders.

• Help resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level.

• Attend and participate in Daily Layered Accountability meetings and collaborate closely with Finance, Operations, Sales, Planning, and Procurement personnel to communicate changes to demand, assist with production forecasting and convey information to and from customers.

• Other tasks as assigned, which will typically include supporting the Customer Account Representatives and up.

Skills, Knowledge and Abilities List

• Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.)

• Ability to understand and follow specific instructions and procedures

• Ability to gather data, to compile information, and prepare reports

• Strong verbal and written communication skills

• Excellent customer service orientation

• Well-organized, detail-oriented, and ability to multi-task

• Ability to prioritize duties, in order to meet deadlines

• Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

Competencies

Core Competencies

1. Customer focus - building strong customer relationships and delivering customer-centric solutions

2. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives

3. Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations

4. Drives results - Consistently achieving results, even under tough circumstances

Other Competencies

1. Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications

2. Business insight - Applying knowledge of business and the marketplace to advance the organization's goals

3. Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

4. Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear