Order Entry Specialist

 

Purpose: Reporting to the Sr. Director of Marketing, the Order Entry Specialist must have a customer-centric mindset and will be responsible for accurately entering and managing customer orders, ensuring timely processing and coordination across departments. This role focuses on supporting both internal teams and customers with essential order-related communication and enhancing customer loyalty by delivering exceptional service and representing our brand in a positive manner.

General Expectations: Adhere to and demonstrate IMI’s Core Values.

· Drive: Make things happen. Don’t wait for things to happen.

· Grit: Get back up. Don’t quit.

· Humility: Check your ego at the door. Don’t be arrogant.

· Others First: This “we” over “me.” Don’t be selfish.

· Joy: Take a positive approach. Don’t kill the vibe.

Essential Responsibilities & Duties:

1. Customer Interaction

· Provide exceptional customer service by handling inquiries through various channels, including but not limited to phone, email, and chat interactions.

· Listen actively to customers’ questions, concerns, and feedback, and provide timely and accurate responses.

· Manage and maintain general customer experience email inbox

2. Order Processing

· Accurately enter customers’ orders into the CRM/ERP NetSuite

· Review e-com orders for completeness, accuracy, and compliance with pricing and terms

· Communicate with customers to confirm order details, delivery timelines, managing returns or exchanges, and resolve discrepancies as needed

3. Data Entry and Record Keeping

· Maintain all customer interactions, orders, confirmations, and documentation in line with company processes and procedures

· Monitor open orders and proactively follow up on order status or potential delay

4. Product Knowledge

· Maintain a deep understanding of the company’s products or services to provide customers with accurate information and advice

5. Other

· Provide additional administrative support to the internal team as assigned

Qualifications:

· Education: Associates degree or higher; or equivalent

· Experience: 2 years of proven experience admin, data entry, order processing, or customer service in a business office setting

Knowledge, Skills, and Abilities:

· Strong interpersonal and communication skills, both written and verbal, with exceptional phone etiquette.

· Exceptional attention to detail and commitment to quality

· Strong organizational skills, including but not limited to time management

· Proficiency in Microsoft Office, especially Excel and Outlook

· Experience with ERP or CRM systems (e.g., NetSuite, SAP, Salesforce, etc.) preferred

· Team player that can adapt, think independently, and demonstrate resourcefulness

· Ability to work from the office Monday-Friday, 8:00 a.m. – 5:00 p.m.

· Physical ability to operate standard office equipment, with manual dexterity and the capacity to lift and carry up to 25 lbs.

Company Overview:

IMI has been in business since 1973 and was created to increase profitability for commercial transportation service dealers, fleets, and OEMs. We innovate through scientific discovery, and deliver solutions borne from our customers’ experiences. IMI offers excellent benefits and values high standards, teamwork and customer service. Check us out online at: www.imiproducts.com

Benefits:

· Competitive pay

· Affordable and robust medical, dental and vision insurance upon hire

· Company provided life insurance

· 401K with strong company match

· Profit sharing bonus program

· Paid Time Off and paid holidays

· Health club membership

· Company laptop, office supplies, and accessories provided

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.