Key Responsibilities and Required Skills for Order Clerk

🎯 Role Definition

The Order Clerk is the operational backbone of order-to-cash and fulfillment workflows. This role focuses on accurate order entry into ERP/OMS systems, monitoring inventory availability, coordinating with fulfillment and shipping teams, communicating proactively with customers and internal stakeholders, resolving order exceptions, and ensuring timely invoicing and documentation. The ideal Order Clerk brings strong attention to detail, experience with order management systems (ERP/OMS/EDI), excellent customer service, and the ability to prioritize in a fast-paced logistics or distribution environment.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative with exposure to order entry and account follow-up
Warehouse Associate familiar with picking/packing and basic inventory controls
Administrative Assistant who has supported sales, billing, or procurement teams

Advancement To:

Order Lead / Senior Order Clerk
Logistics Coordinator or Shipping Supervisor
Inventory Control Specialist
Order Management Analyst
Order/Customer Service Manager

Lateral Moves:

Billing Specialist / Accounts Receivable Clerk
EDI or ERP Support Specialist
Sales Support Coordinator

Core Responsibilities

Primary Functions

Enter customer orders into the company's ERP/OMS (e.g., SAP, Oracle, NetSuite) accurately and within defined SLA windows, verifying pricing, discounts, delivery dates, and customer-specific requirements to prevent fulfillment delays.
Validate order information by cross-checking purchase orders, contracts, invoices, and customer communications to ensure consistency, completeness, and compliance with credit and contractual terms.
Monitor inventory availability and coordinate with inventory control and procurement teams to confirm allocation, backorders, production schedules, or recommended ship dates when stock constraints are identified.
Coordinate with warehouse/fulfillment to schedule picking, staging, and loading activities; ensure special shipping instructions, lot/serial tracking, and kitting requirements are communicated and executed.
Manage order exceptions — cancelled items, splits, shortages, credit holds, pricing disputes — by diagnosing root causes, communicating with sales/customers, and delivering timely resolutions.
Process returns, credits, and cancellations in accordance with return material authorization (RMA) policies; create accurate credit memos and notify billing to adjust accounts receivable accordingly.
Generate and distribute shipping documentation (packing lists, commercial invoices, BOLs), ensure carrier instructions are followed, and validate that shipments meet regulatory and customer requirements.
Maintain and update customer master data and ship-to/bill-to records in the ERP to preserve data integrity and support accurate order processing.
Execute order confirmations and proactive status updates to customers via email or phone, ensuring SLA-driven communication throughout the order lifecycle.
Interface with the sales team to review large or complex orders, special pricing requests, and custom fulfillment requirements to ensure orders are processed as agreed.
Reconcile order and shipment discrepancies by reviewing carrier tracking, delivery confirmations, and warehouse records; initiate claims or corrective actions when necessary.
Support month-end and quarter-end order reconciliations, assist finance with order-to-cash audits, and provide order history reports on demand.
Monitor EDI transmissions (inbound/outbound orders, acknowledgements, invoices), troubleshoot mapping errors, and escalate technical issues to IT or EDI support to maintain transaction integrity.
Prepare and maintain daily/weekly order processing metrics (orders processed, cycle times, exceptions, backorders) to support continuous improvement and reporting needs.
Implement and follow SOPs for order handling, returns, and shipping, and assist in updating procedures when process changes or system enhancements are introduced.
Process customer credit checks and coordinate with credit and collections teams when orders are flagged for payment issues or exceeded credit terms.
Assist with pricing and tax code validation on orders, ensuring applicable freight, surcharges and tax jurisdiction rules are applied consistently.
Conduct proactive follow-up on late shipments and expedite orders when customers request rush handling, communicating impacts and expected delivery times.
Coordinate with third-party logistics (3PL) partners and carriers to resolve pick/pack/ship discrepancies and monitor service levels for order fulfillment.
Maintain strict confidentiality of customer pricing and contractual terms, adhering to company policies and data protection standards.
Support product recalls, lot/serial traceability, and quality holds by identifying affected orders and coordinating containment/notification procedures.
Train and mentor new order entry personnel, sharing best practices, system tips, and quality expectations to maintain team accuracy and throughput.
Participate in cross-functional continuous improvement projects (LEAN, Six Sigma, process automation) to reduce order cycle times and error rates.
Troubleshoot and document recurring order processing issues, recommend system enhancements or process changes, and collaborate with IT on ERP configuration, workflows, and validations.

Secondary Functions

Prepare ad-hoc order reports and basic data analysis to identify trends, order exceptions, and opportunities for process improvement.
Support system testing and validation for ERP upgrades, order entry interfaces, and new module rollouts; provide user feedback and test cases.
Cross-train in related areas (shipping, returns, billing) to provide coverage during peak periods or staff absences.
Assist sales and account teams with order history inquiries and support contract renewals by supplying accurate shipment and invoice data.
Participate in inventory cycle counts and reconciliation activities related to open orders and allocated stock.
Help maintain standard operating procedures (SOPs), job aids, and knowledge base articles for order processing and customer service workflows.

Required Skills & Competencies

Hard Skills (Technical)

Order entry and order management experience with ERP/OMS systems such as SAP, Oracle, NetSuite, Microsoft Dynamics, or similar.
Proficient in Microsoft Excel (VLOOKUP, INDEX/MATCH, PivotTables, data cleansing) for reporting and data reconciliation.
Experience with EDI (850/810/856/997) transactions, mapping, and troubleshooting common EDI errors.
Familiarity with CRM platforms and customer account management tools to track communications and order history.
Knowledge of shipping systems and carrier portals (UPS WorldShip, FedEx Ship Manager, DHL, carrier TMS connectivity).
Basic understanding of inventory control processes (allocation, backorders, safety stock) and warehouse operations.
Strong data entry accuracy and keyboarding speed; familiarity with barcode scanners, mobile devices, and WMS interfaces.
Ability to produce and interpret commercial invoices, bills of lading, packing lists, and export documentation for international shipments.
Experience generating operational metrics and dashboards using Excel, Google Sheets or BI tools (basic knowledge of Tableau/Power BI is a plus).
Basic SQL or querying ability for extracting order data from databases or reporting tools (preferred but not required).

Soft Skills

Exceptional attention to detail and accuracy; habitually double-checks work to prevent order and billing errors.
Clear, professional written and verbal communication skills for customer-facing interactions and internal coordination.
Strong customer service orientation with the ability to de-escalate issues and maintain positive client relationships.
Effective time management and prioritization to handle high order volumes and conflicting deadlines.
Problem-solving mindset with the ability to investigate root causes and implement practical corrective actions.
Team player who collaborates cross-functionally and supports continuous improvement efforts.
Ability to adapt quickly to changing priorities, system updates, and seasonal workload peaks.
Ethical judgment and discretion when handling customer data, pricing, and credit information.
Resilience under pressure and capacity to multitask without sacrificing quality.
Initiative to identify process gaps and propose incremental improvements.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent required.

Preferred Education:

Associate degree or certificate in Business Administration, Supply Chain Management, Logistics, or related field preferred.

Relevant Fields of Study:

Supply Chain Management
Business Administration
Logistics and Transportation
Office Administration
Information Systems (for ERP/EDI familiarity)

Experience Requirements

Typical Experience Range:

1 to 4 years of progressive experience in order entry, customer service, logistics, or warehouse operations.

Preferred:

2+ years working in a distribution, manufacturing, or third-party logistics (3PL) environment with direct responsibility for order processing.
Hands-on experience with ERP systems (SAP, NetSuite, Oracle) and EDI transaction handling.
Experience working with cross-functional teams (sales, operations, finance) and familiarity with order-to-cash processes.