Order Entry & Invoicing Associate

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.