Customer Service & Order Entry Specialist, Hybrid

Position Summary: The Sales & Customer Service Specialist plays an important role in delivering a seamless experience for our customers and Sales team by ensuring orders, account needs, and customer inquiries are handled with accuracy, urgency, and care. Supporting assigned national and regional accounts, this position manages the order process from purchase order through delivery while serving as a key point of contact for Sales Managers, Sales Representatives, customers, and internal teams. This is a fast-paced, detail-driven role for someone who enjoys staying organized, solving problems, and keeping things moving. From entering and tracking orders in SAP Business One to coordinating special requests, resolving order issues, and communicating updates, the Specialist helps ensure our customers receive the reliable and responsive service that sets FOH® apart.

Essential Responsibilities: Serves as the primary internal customer service contact for Field Sales Managers, Sales Representatives, and assigned accounts, demonstrating a high level of ownership, responsiveness, and professionalism. Manages a high volume of email correspondence daily, responding to inquiries regarding orders, inventory availability, pricing, shipping status, product information, account setup, and issue resolution within established service level the day-to-day administration of assigned national and regional accounts, ensuring accurate account maintenance and exceptional internal customer support. Processes customer purchase orders accurately and efficiently within SAP Business One, ensuring compliance with customer requirements, inventory availability, pricing agreements, and shipping timelines. Monitors and manages the complete order lifecycle from order receipt through shipment and delivery, proactively communicating updates and resolving obstacles to ensure customer and resolves order-related issues including returns, damages, shortages, billing discrepancies, shipping concerns, and purchase order variances, collaborating with internal departments as needed. Acts as a liaison between Sales, Operations, Warehouse, Logistics, Finance, and other stakeholders to ensure seamless order fulfillment and timely resolution of customer concerns. Provides exceptional support through phone, email, and internal communication channels by addressing inquiries related to product information, inventory levels, pricing, order status, and account-specific needs. Coordinates and executes custom orders, samples, new item launches, special projects, and VIP customer requests from initiation through completion with minimal supervision. Prioritizes multiple competing requests in a fast-paced environment while maintaining a high level of accuracy, attention to detail, and customer service. Completes open order reporting and order backlog analysis utilizing SAP Business One and other reporting tools, identifying and communicating potential risks or delays. Maintains responsiveness by acknowledging and addressing customer and internal stakeholder communications within established departmental response-time standards. Collaborates and works in tandem with team members to achieve department goals, improve workflow efficiencies, and provide consistent support coverage. Records personal daily punches and reviews and approves accurate bi-weekly time and attendance records in accordance with company policies. Actively participates in one-on-one meetings, team meetings, training sessions, and continuous improvement other duties as assigned Promotes our FOH® Culture in all interactions Education, Experience, and Computer Skills:2+ years' experience in customer service in inside sales, B2B, customer services in an office environment, or hospitality Prior experience communicating with customers via e-mail, highly desired College degree preferred Proficient in all Microsoft Applications, Outlook and Excel Familiar with ERP systems, SAP Business One preferred Skills Needed for Success: Follows directions and works under pressure to meet deadlines Stress and time management skills Analytical, creative, practical problem-solving skills Customer service and interpersonal skills Communicate with clarity verbally and via e-mail Work collaboratively and as part of a diverse team Small project management skills and strong attention to detail Desired Characteristics and Qualifications: Organized, action and detail oriented Demonstrates sound work ethics Possesses cultural awareness and sensitivity Ability to re-arrange tasks as priorities change Highly enthusiastic, positive-minded, and composed in challenging situations Thrives in a goal-driven environment

Physical Requirements: While performing the duties of this role, the team member is frequently required to stand, walk, talk and hear. The team member frequently is required to handle or feel and reach with hands and arms. The team member is frequently required to sit; The team member must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision. Benefits & Pay: At FOH®, we value our team members as our most important asset, which is why we offer a benefits package designed with their well-being in mind. In addition to multiple medical and dental options with supplemental insurance and 401(k) plan (fully vested) and bonus incentives, we offer paid holidays, vacation, and even time off to volunteer in the community and local charities. Our team also enjoys a collaborative culture that supports their growth. The salary/hourly range for this role represents numerous factors considered in the hiring decisions, including, but not limited to, work experience, territory, geographical location, etc. As such, starting pay for the successful candidate(s) could fall anywhere within the stated range. Passionate about what we do and how we do it, we value different perspectives from people of all backgrounds and actively recruit diverse team members. "Be yourself! We like it that way". Bring your experience and join a team that strives to deliver impactful solutions to our partners worldwide. Our websites are the perfect place to learn more about FOH®