Statement of Work: IBM is a prime subcontractor on the Agency for Healthcare Research and Quality (AHRQ) Healthcare Cost and Utilization Project. Under this project the team creates multiple state and national databases that outside researchers, organizations, and academic institutions can purchase in order to conduct research. The IBM team has developed a system for taking orders from these entities, entering their data into a proprietary system, reviewing their request for purchase, processing the purchase, and transmitting the data to the entity.
Description of Role The aim of the role is to support timely and efficient order processing by taking customer purchase orders and entering their data into the central distributor system in order to meet contract commitments to fulfill data purchase orders. Duties
Receive, edit, and enter incoming customer purchase orders in an accurate and timely manner
Gather and document data purchase request information through the effective use of basic CRM tools
Contact purchasers to resolve unclear order issues in a professional and courteous manner.
Work with task leads to resolve complex troubleshooting issues,
Process time sensitive orders and requests.
Meet all service level agreements as set by customer
Experience with data entry across a wide array of platforms and databases
Experience working with data in MS Excel and MS Access and other CRM tools
Ability to work with MS Word and PDF to extract relevant data that must be entered into order processing system
Good communications skills including ability to write clear and concise emails, communicate using tools such as Slack, and the ability to speak with a wide variety of customer types on the phone
Nice to have skills Experience with data entry into other commerce tools like Kentico, or customer relationship management platforms such as Salesforce