About this role
This hybrid Inside Sales / Customer Service role focuses on accurately processing customer orders and maintaining strong customer relationships. The representative manages complaints and issues, handles inquiries by email and phone, and coordinates with internal teams to keep order status and delivery schedules on track.
Key Responsibilities
- Process received orders with accuracy in SAP/SFDC
- Maintain and schedule orders in SAP and SFDC
- Interpret Service Level Agreement (SLA) requirements for customers and sales team
- Manage customer complaints and resolve issues in a timely, professional manner
- Track open orders/backorders and coordinate with Shipping for deliveries
Technical Overview
The job uses SAP and SFDC (Salesforce) for order entry, scheduling, and recording customer interaction via Voice of Customer (VOC). It also involves order processing methods including EDI, fax-to-EDI, and web-to-EDI, along with service level agreement (SLA) interpretation and order/backorder tracking.
Ideal Candidate
The ideal candidate is an Inside Sales Representative II / Customer Service Rep experienced in order entry and order maintenance using SAP and SFDC. They understand EDI order processing, can interpret Service Level Agreements, and can resolve customer complaints professionally and quickly.
Must-Have Skills
Process received orders to ensure accuracy and entry in to SAP/SFDCGood understanding of various order processing (EDIfax-to-EDIweb-to-EDI)Schedule and Maintain orders in SAP and SFDCManage customer complaints and issuesResolve issues in a timely and professional mannerVerify all POs migrated by Independent Reps for accuracy & make any necessary changes
Tools & Platforms
SAPSFDCElectronic Data Interchange (EDI)Voice of Customer (VOC)
Required Skills
order entryorder processingSAPSFDCEDIfax-to-EDIweb-to-EDIservice level agreementpurchase order accuracyorder maintenancebackorderscustomer complaintsinventory availabilityproduction schedulevoice of customer (VOC)email supportphone support
Hard Skills
order entryorder processingSAPSFDCEDI (electronic data interchange)fax-to-EDIweb-to-EDIpurchase order (PO) accuracyservice level agreement (SLA) interpretationorder maintenancescheduling and maintaining orderscreating deliveriestruck load calculationbackorders managementopen order status managementcustomer complaint managementorder status trackinginventory availability inquiry handlingproduction schedule inquiriestechnical questions handlingrecording customer interaction in SFDC - Voice of Customer (VOC)coordination with Shippingemail and phone customer inquiries
Soft Skills
customer relationship managementtrust and responsivenessprofessional communicationissue resolutiontimelinessproblem-solvingcustomer service mindsetattention to detail
Keywords for Your Resume
Inside Sales Representative IIInside Sales RepresentativePipe & FittingsCustomer Service Repcustomer relationshiptrust and responsivenessorder entrySAPSFDCEDIfax-to-EDIweb-to-EDIpurchase orders (POs)Service Level Agreement (SLA)order maintenanceschedule and maintain orderscreate deliveriestruck loadsinventory availabilityproduction scheduletechnical questionscustomer complaintsbackordersopen ordersVoice of Customer (VOC)emailphoneshipping coordination
Deal Breakers
Must have experience processing orders in SAP and SFDC, Must demonstrate understanding of EDI (electronic data interchange), fax-to-EDI, and web-to-EDI order processing
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile