Client Service / Order Entry

Summary

Client Servicing is the frontline role for Apogee Components and the first point of contact for customers. The role requires data entry, customer service, and sales skills to process orders and upsell products.

Success measures

• Customers get fast, accurate responses and clear next steps.
• Orders are entered with high accuracy (minimal corrections and downstream exceptions).
• Escalations are routed correctly with complete context and documentation.
• Customers receive consistent communication on order status and issue resolution.
• The inbox, phones, and walk-ins are handled without dropped balls during peaks.

Essential duties and responsibilities

• Backup order entry and customer service coverage
• Answer and send customer emails
• Answer phones
• Assist walk-in customers
• Support escalated customer issues
• Backup: school purchase orders (paperwork and follow-up on payments)
• Answer incoming phone calls and route to the appropriate person.
• Check phone messages each morning and respond or route.
• Respond to all customer, vendor, and stakeholder emails and route as needed.
• Process daily customer purchases in the computer system, including credit cards and other payments.
• Maintain accuracy, quality, and integrity of data entered.
• Take customer orders by phone and attempt to upsell products and services.
• Process RockSim license files.
• Greet visitors and support walk-in sales.
• Maintain store displays so they are attractive, clean, and well-stocked.
• Follow up with customers receiving products by mail.
• Coordinate with Order Fulfillment so order status is known and can be communicated.
• Call dealers and distributors to support replenishment.
• Track where customers learned about Apogee.
• Collect, tabulate, and report customer survey results.
• Distribute incoming mail and packages.
• Interface with credit card processors to resolve disputes.
• Generate weekly and monthly sales and tracking reports.
• Continuously build product knowledge to make good recommendations.
• Back up sensitive customer information.
• Secure the work area and facility at day's end if last to leave.
• Compliment customers at least once per interaction.
• Maintain a clean and safe work environment.
• Wear appropriate attire for customer-facing work.
• Update and maintain the operations manual and participate in reviews at least twice per year.

Competencies and skills required

• Systems oriented
• Problem solving
• Technical skills (intermediate computer skills)
• Customer service focus
• Interpersonal skills
• Oral communication
• Teamwork
• Quality focus and attention to detail
• Time management
• Dependability
• Innovation
• Judgment
• Motivation and independence
• Planning and organizing
• Quantity and efficiency focus

Minimum qualifications and preferences (as listed)

• Knowledge of internet and email applications
• High school diploma
• Non-smoker (odor-free environment)
• Friendly and outgoing
• Handles interruptions well
• Clean, good personal hygiene
• Comfortable around a dog in the building
• Not a work-from-home position