Customer Service- Order Entry Specialist

Empire Distributing, a subsidiary of Outova, is seeking a highly skilled and detail-driven Customer Service - Order Entry Specialist to serve as a critical link between our dealer network and internal operations. This role goes beyond transactional order entry, requiring deep expertise in ERP systems, a proactive approach to problem-solving, and the ability to optimize processes that enhance the overall customer experience.

The ideal candidate is a seasoned professional who thrives in a fast-paced environment, demonstrates strong business acumen, and takes ownership of order accuracy, process efficiency, and cross-functional coordination.

Join Outova – Shaping the Future of Outdoor Living

One of our key businesses, Empire Distributing, is seeking an experienced Customer Service- Order Entry Specialist to join our team in Arcade, New York.

Position Overview:

The dependable and highly detail-oriented Customer Service Order Entry Specialist will ensure accurate order processing and provide exceptional support to our dealer network. The ideal candidate will possess strong communication skills, elevated experience in data entry, and a commitment to delivering outstanding customer service.

Key Responsibilities:

• Own the end-to-end order lifecycle, ensuring accurate, timely entry and management of complex dealer orders within the ERP system.
• Serve as a primary point of contact for dealer accounts, providing high-level support, resolving escalations, and ensuring a seamless customer experience.
• Leverage ERP system expertise to identify discrepancies, troubleshooting issues, and recommend process improvements that enhance efficiency and accuracy.
• Partner cross-functionally with Sales, Logistics, Operations, and Finance to drive order fulfillment, resolve bottlenecks, and meet service-level expectations.
• Audit and validate order data, ensuring compliance with pricing, product configurations, and contractual agreements
• Maintain detailed and organized documentation of customer interactions, order updates, and issue resolutions.
• Analyze order trends and recurring issues, proactively recommending solutions to improve workflows and reduce errors.
• Support and lead special projects, system enhancements, and process improvement initiatives related to order management and customer service operations.
• Act as a mentor and resource for junior team members, sharing best practices in order entry, systems usage, and customer communication.
• Demonstrate a high level of professionalism and responsiveness, managing multiple priorities while maintaining accuracy and attention to detail.

Qualifications:

• Degree in Business, Supply Chain, or related field preferred (or equivalent professional experience).
• 3 years of experience in order management, customer service, or a similar role within a fast-paced, high-volume environment.
• Strong working knowledge of ERP systems (Sage or similar) with the ability to navigate and troubleshoot independently.
• Advanced proficiency in Microsoft Office Suite, particularly Excel (data validation, reporting, and analysis).
• Exceptional data entry accuracy and speed, with a strong focus on quality control.
• Proven ability to manage complex accounts and resolve escalated customer issues effectively.
• Strong organizational, analytical, and multitasking skills with the ability to meet deadlines.
• Excellent written and verbal communication skills, with a customer-first mindset.

Key Competencies:

• Customer Focus
• Attention to Detail
• Effective Communication
• Problem-Solving Skills
• Time Management
• Adaptability

Physical Activities:

Daily activity includes but is not limited to:

• Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
• Ability to sit for extended periods at a computer.
• Frequent communication via phone, email, and in-person.
• Reading, communication, and math.
• Be able to regularly lift/move up to 30lbs.
• Noise level in the work environment is usually moderate to above moderate.

Compensation and Benefits:

• Competitive hourly pay, commensurate with experience.
• Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.
• Work Environment: Onsite

Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.