Customer Service & Order Entry Specialist - Pharmacy Automation in City of Westminster

• Own the end-to-end order management workflow for assigned customer requests, from quotation and purchase-order review through order entry, fulfillment coordination, invoicing support, and post-sale resolution.
• Manage end-to-end order entry for the refrigeration product portfolio, validating product, pricing, lead-time, customer, billing, shipping, and warranty requirements before orders are released.
• Receive, prioritize, and resolve a high volume of customer and Field Service Technician requests by telephone, email, and other channels, consistently meeting same-day or 24-hour service expectations.
• Review electronic and hard-copy purchase orders for completeness and alignment with approved pricing, customer master data, billing and shipping instructions, and applicable terms; resolve discrepancies before release.
• Use SAP/ERP, inventory, pricing, and order-history information to provide accurate quotations, availability, lead times, transfer options, and order status; collaborate with Technical Customer Care to identify appropriate parts or alternatives when requirements create an exception.
• Obtain approval for price variances, replacement parts, and other commercial exceptions; coordinate return authorizations, shipment-error resolution, credit memo requests, invoicing inquiries, and order tracking to achieve prompt, policy-compliant closure.
• Partner with Supply Chain, Purchasing, Shipping, Finance, Project Orders, and Technical Customer Care to remove order blocks, resolve fulfillment and invoicing issues, and protect customer commitments.
• Facilitate project warranty orders and maintain accurate customer master data, standing purchase-order details, and approved sales text; identify and correct discrepancies that could affect service or revenue recognition.
• Support customers using the online store, including account-navigation assistance and password resets; route qualified leads and bid requests to Business Development for follow-up.
• Handle sensitive or escalated customer situations with professionalism and empathy; identify recurring order, service, or data-quality issues and recommend practical process, training, or master-data improvements.
• Participate in quality reviews, product and system training, and team meetings; share knowledge, adapt to evolving workflows, and comply with company policies, safety requirements, and applicable procedures.

Responsibilities

Make an impact

• Own the end-to-end order management workflow for assigned customer requests, from quotation and purchase-order review through order entry, fulfillment coordination, invoicing support, and post-sale resolution.
• Manage end-to-end order entry for the refrigeration product portfolio, validating product, pricing, lead-time, customer, billing, shipping, and warranty requirements before orders are released.
• Receive, prioritize, and resolve a high volume of customer and Field Service Technician requests by telephone, email, and other channels, consistently meeting same-day or 24-hour service expectations.
• Review electronic and hard-copy purchase orders for completeness and alignment with approved pricing, customer master data, billing and shipping instructions, and applicable terms; resolve discrepancies before release.
• Use SAP/ERP, inventory, pricing, and order-history information to provide accurate quotations, availability, lead times, transfer options, and order status; collaborate with Technical Customer Care to identify appropriate parts or alternatives when requirements create an exception.
• Obtain approval for price variances, replacement parts, and other commercial exceptions; coordinate return authorizations, shipment-error resolution, credit memo requests, invoicing inquiries, and order tracking to achieve prompt, policy-compliant closure.
• Partner with Supply Chain, Purchasing, Shipping, Finance, Project Orders, and Technical Customer Care to remove order blocks, resolve fulfillment and invoicing issues, and protect customer commitments.
• Facilitate project warranty orders and maintain accurate customer master data, standing purchase-order details, and approved sales text; identify and correct discrepancies that could affect service or revenue recognition.
• Support customers using the online store, including account-navigation assistance and password resets; route qualified leads and bid requests to Business Development for follow-up.
• Handle sensitive or escalated customer situations with professionalism and empathy; identify recurring order, service, or data-quality issues and recommend practical process, training, or master-data improvements.
• Participate in quality reviews, product and system training, and team meetings; share knowledge, adapt to evolving workflows, and comply with company policies, safety requirements, and applicable procedures.

Application Requirements

What you need to succeed

• High school diploma or equivalent plus three or more years of progressively responsible customer service, order-entry, sales support, distribution, or service-operations experience.
• Demonstrated experience managing complex order transactions in an ERP environment; SAP experience is strongly preferred.
• Proven ability to interpret purchase orders, pricing, billing and shipping requirements, warranty information, and customer master data with a high degree of accuracy.
• Strong analytical and problem-solving skills, with the ability to investigate exceptions, identify root causes, and recommend practical solutions.
• Exceptional written and verbal communication, active listening, and relationship-management skills; able to communicate calmly and credibly in sensitive customer situations.
• Strong organizational and time-management skills, with the ability to prioritize competing requests in a fast-paced, high-volume environment.
• Proficiency with Microsoft Office applications, especially Outlook, Excel, and Word; comfortable learning new systems and processes.
• Self-directed, collaborative, and professional; able to work independently while contributing actively to a team environment. Preferred Qualifications:
• Associate degree in business administration, supply chain, or a related field.
• Experience using SAP or a comparable ERP system in a sales-and-distribution environment.
• Target salary range for this position is $52,000 - $62,000.
• Salary will be commensurate with experience and skillset.
• We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).

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