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Customer Service & Order Entry Specialist
Location: Full-Time | Onsite | Bloomington, MN
Pay Range: $23-$29 per hour
Direct Hire Role
Beacon Hill’s client is seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to support day-to-day transactional customer operations. This role serves as a key operational contact for customers, ensuring orders, shipments, and post-sale needs are handled accurately, efficiently, and professionally.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and online portals regarding order status, scheduling, and deliveries.
- Prepare and distribute order confirmations, shipment notifications, and delivery updates to both customers and internal stakeholders.
- Maintain consistent communication with customers to ensure timely updates when schedules or deliveries change.
- Coordinate the return (RMA) process by gathering required documentation, tracking returned items, and working with internal Quality and Production teams to resolve issues.
- Document quality concerns, assist with corrective actions, and communicate outcomes to customers.
- Escalate complex or non-routine quality matters to Account Managers or Quality leadership as needed.
- Accurately enter new orders using information provided by Account Managers, Estimators, and subject matter experts.
- Process standard reorders without specification changes by confirming pricing and lead times and entering details into the ERP system (Epicor).
- Monitor reorder progress and proactively communicate acknowledgments and delivery timelines to customers.
- Track outgoing shipments, provide carrier tracking information, and notify customers of delivery exceptions.
- Partner with Shipping, Production, and Purchasing teams to resolve transit issues and confirm material availability or lead times.
- Ensure smooth handoffs between Sales, Estimating, Order Entry, and Production by following established workflows and documentation standards.
- Identify and escalate scope changes, pricing exceptions, or technical concerns to appropriate internal teams and follow through to resolution.
- Act as the primary operational contact for customers on transactional matters while Account Managers manage commercial relationships.
- Maintain complete and accurate transaction records, including orders, RMAs, shipping updates, and status notes within ERP and CRM systems.
- Utilize and maintain standard templates, forms, and checklists while identifying opportunities to improve efficiency and reduce errors.
- Support reconciliation efforts with Billing and Finance related to orders, returns, and shipments.
- Identify recurring service issues and collaborate with cross-functional teams to improve processes and customer experience.
- Contribute timely data for weekly sales and operational reporting, including order status, backlog, and RMA metrics.
- Assist in training and mentoring team members and contribute to the ongoing development of CSR processes and best practices.
Qualifications
- Previous experience in customer service, order management, or a transactional support role preferred.
- Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
- Comfortable working with ERP/CRM systems and standard office software.
- Excellent communication skills and a collaborative, problem-solving mindset.
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