This position plays a key role in supporting team leaders to achieve organizational targets and performance goals. The role provides frontline customer support, gathers feedback to inform management decisions, and monitors trends and discrepancies to drive efficiency and results. A strong teamwork ethic and collaborative approach are essential, as this position works closely with colleagues to ensure smooth operations. Additionally, this role assists in training and supporting Customer Service Representatives to ensure successful execution of assigned tasks.
Essential Responsibilities and Duties
- Oversee end-to-end order processing, including accurate and timely data entry, invoicing, and fulfillment; analyze inventory, reports, data, and allocations
- Ensure data integrity and compliance across all customers and order records within ERP systems
- Analyze data and prepare reports to identify trends, discrepancies, and opportunities for process improvement
- Proactively identify and resolve issues related to daily order operations in collaboration with CSRs
- Support CSRs in task execution and ensure adherence to departmental SOPs through training and guidance
- Communicate process improvement suggestions to management based on insights from order processing and customer interactions
- Manage account and customer data within the ERP system to ensure accuracy for order processing
- Facilitate and process returns, including international documentation requirements
- Collaborate with 3PL partners to meet customer-specific needs and ensure shipment accuracy
- Build and maintain strong working relationships with buyers, brokers, and freight companies
- Coordinate with the Shipping Department to fulfill sales team requests and monitor order status in Sage
- Communicate with the Sales Team regarding account setup, pricing, promotions, shipping, product issues, and availability
- Work closely with Supply Chain to confirm product availability and resolve transportation issues, including dock scheduling
- Provide proactive communication to customers regarding production or logistics changes impacting delivery schedules
- Assist Accounting and Compliance teams with freight claim deductions
- Deliver exceptional customer service by promptly addressing inquiries, complaints, and concerns to ensure resolution
- Manage inbound calls professionally and efficiently with strong communication skills
- Coordinate cross-functionally with IT, Finance, Accounting, QA, Marketing, and Sales on projects impacting customer satisfaction
- Consistently meet deadlines and prioritize tasks to ensure timely completion of responsibilities
- Perform other duties as assigned
Skills & Qualifications
- ERP Systems Expertise
- Proficient in ERP systems; experience with Sage 100 and Mapadoc preferred
- EDI & Data Integration
- Working knowledge of EDI processes (e.g., 850, 810, 940, 945 transactions)
- Familiarity with SPS Commerce or similar VAN platforms a plus
- Customer Service & Relationship Management
- Extensive experience in customer service and managing retail accounts
- International customer service experience a plus
- Strong interpersonal and conflict resolution skills
- Excellent verbal and written communication abilities
- Leadership & Collaboration
- Proven training and leadership capabilities
- Self-starter with a proactive approach
- Strong dedication to teamwork and problem-solving
- Analytical & Organizational Skills
- High attention to detail and accuracy
- Ability to organize, prioritize, and meet deadlines
- Skilled in data analysis
- Technical Proficiency
- Intermediate experience with Excel and MS Outlook
- Ability to multitask and consistently follow through on commitments and deadlines
Education/Experience:
A minimum of 3-5 years of experience in a customer service leadership role within a consumer-packaged goods company is preferred.
Bachelor’s degree is preferred.
Job Type: Full-time
Pay: $23.00 - $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Work from home
Work Location: Remote
