Company Description

About Us

Master Lock manufactures a broad range of innovative security and safety solutions for your home, office, and industrial settings. Since 1921 Master Lock has been committed to providing high quality products that provide security and peace of mind for our customers. Master Lock and our sister brand SentrySafe are part of Fortune Brands Innovations (FBIN).

Why Work With Us

You will get the flexibility to balance your life, at every stage of life with Total Rewards that support your physical, emotional and financial wellbeing. We also support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength.

We at Master Lock are currently seeking a Data Entry Analyst in our high-volume H. Matamoros, Tamaulipas, Mexico Glass plant. Recognized as a top area employer, you can build your dream career at Therma-Tru in our engaged, performance-driven culture.

Job Description

In this role you will support the Order Entry (OE) Supervisor and the Order Entry Team to ensure timely and accurate booking of customer orders to achieve OE expectations. This role will interact with our customers to ensure that purchase orders with questions or concerns are addressed timely and accurately. Additionally, this role will support continuous improvement measures related to repeat questions, call back template enhancements, identifying opportunities to avoid re-work and act as an intercompany liaison, for unique order questions.

• Point of contact for CS Call Backs (CB), addressing issues with OE Reps, the customer, or internally.
• Real time feedback for continuous improvement training for OE Reps on CB that could have been addressed with further understanding or existing templates.
• Ensure timely turnaround for orders on Entered status and troubleshoot OE Rep concerns.
• Working within guidelines, this role has the authority to cancel questionable order lines to achieve on-time expectation.
• Escalating CB to work with U.S. Customer Service for extraordinary requests.
• Manage CS Order Entry queue in OSC to eliminate spam, distribution of assigned accounts and ensure that orders are timely distributed by 3pm to achieve OE metrics.
• Understanding repeated patterns and bottlenecks created within our customer’s ordering patterns to suggest continuous improvement ideas through engagement with our customers.
• Assist CS Supervisor with audit requests.
• As directed by Supervisor, provide assistance to Order Entry Team to achieve daily OE goals.

Qualifications

• Bachelor’s Degree 
• 3 years of experience working in a call center, order entry department, or other fast-paced customer service environment.
• Ability to work collaboratively with multiple teams throughout the organization
• Ability to provide constructive feedback to peers and supervisors
• Excellent customer service skills
• Strong bilingual verbal and written communication skills (Spanish & English)
• Strong organizational, prioritization/time management skills and ability to multi-task
• High comfort level with rapidly changing technology; ability to quickly learn and apply computer skills
• Familiarity with Microsoft Office applications

Additional Information

All your information will be kept confidential according to EEO guidelines.