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.

Please note that this is an entry level role. 

Full-Time Permanent

In-Person (Kitchener, ON)

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 Mold 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

To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Related Experience:

• 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.

 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.

HEALTH AND SAFETY, PERSONAL PROTECTIVE EQUIPMENT

 There is no current mandatory or recommended PPE for this position.

DISCLAIMER NOTE

This job description is not intended to be, nor should it be construed as, a contract of employment, nor as an exhaustive statement of duties, responsibilities, or requirements. This job description is to be used as a guideline to give you an understanding of what the Company has defined this position to be by describing the general content of the responsibilities for the performance of this job. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.