Purpose of the Position
To maintain the accuracy and integrity of orders in the ERP system through accurate order entry and invoicing of all products.
Location: Kitchener Onsite
Type: Full-Time, Permanent
This is an entry level position.
Responsibilities
Order Entry and Invoicing
- Generate and invoice all ITE (In the Ear), BTE (Behind the Ear) hearing aid repair, remake, and service orders.
- Input sales orders into the ERP system.
- Regularly interact with Production and with Client Services, Audiology and Accounting over the telephone or via email regarding orders.
- Responsible for accurate documentation of ITE, BTE, Accessories and Ear Molds and consignment aids.
- Generate all invoices for both ITE, BTE hearing aids, Ear Molds and accessories using the ERP system.
- Monitor and enter all orders from Email, Deskpro, and Web orders.
- Update service card with any changes.
- Update orders as needed at invoicing (warranty, account, pricing, etc.), and update all service codes.
Returns
- Receiving and sorting returned products according to company policies and procedures.
- Generate Return orders for all ITE (In the Ear), BTE (Behind the Ear) hearing aids, Accessories, and non- serialized items.
- Inspect products for quality and damage, processing refunds, exchanges, and credit for returned products.
- Update customer accounts with return updates when needed.
- Responsible for generating, updating, and following up with all Return Callbacks.
- Regularly interact with Client Services and Accounting regarding order inquiries.
- Update Return orders with any changes as per the Callback process.
- Ensure that all Callbacks and are accurately updated and entered in the ERP system.
- Responsible for disposing of old items and updating the service card in the ERP system.
- Responsible to process return orders back to the customers when requested by Customer service or Clinics.
Production Callback Support
- Update Callbacks for all ITE (In the Ear), BTE (Behind the Ear), Ear Molds, hearing aid repair, remake, and service orders.
- Locating and tagging of requested rush orders, orders that require updates and cancel orders.
- Manage and monitor the Rush Email Group in Deskpro.
Common duties
- Maintain a low reject rate.
- Assist other associates as required to accommodate for changes in volume,
workflow and/or staffing level.
- Responsible for accurate documentation, filing, and organization of necessary paperwork.
- Ensure that all entries are accurately entered into the Navision databases.
- Assist other associates as required to accommodate for changes in volume, workflow and/or staffing levels.
- Perform other tasks as required by the Manager.
- Meet and follow all Company and Departmental standards, policies and procedures regarding turnaround time, rushes, quality, and customer service.
- Adhere to all Human Resources policies and procedures.
- Conduct basic equipment maintenance as necessary.
Qualifications
- A high school diploma or equivalent is required.
- Minimum of 2+ years of data entry/invoicing experience.
- Excellent typing skills are necessary (Minimum of 40 WPM).
- Must be detail oriented and have a solid background in record keeping procedures and maintaining.
- organized documentation and/or filing systems.
- Knowledge of Microsoft Office programs (Word processing and spreadsheet applications).
- Fluent with a Windows operating computer program.
Position Details
Problem Solving/Judgement and Decision Making:
Works on production assignments that are semi-repetitive and routine in nature. Issues that may arise on a regular basis will be deferred to the Manager, Order Entry, and Invoicing and/or the Director of Operations for resolution.
Supervision Received:
Primary reporting relationship is typically to the department Manager, Order Entry, and Invoicing. Assignments are performed under minimal direction.
Supervision Exercised:
Has no supervisory responsibilities but may provide guidance and training to less experienced employees in the department or functional area.
Internal and External Contacts:
Routinely interacts with other team members in the Order Entry and Invoicing team, Operations team, and the Senior Director – Operations. Contacts are intermittent with non-management and management staff in Accounting and Client Services for routine assignments.
