Customer Service Representative

Description

• Process customer orders received via fax, EDI, and email for both domestic and international accounts, ensuring attention to detail and compliance with customer-specific order preparation and shipping instructions.
• Prepare all required documentation for international shipments and coordinate USDA certificates as needed.
• Share responsibility for managing key accounts such as Costco, Amazon, Walmart, PetSmart, Petco, and major grocery chains.
• Demonstrate working knowledge of Nylabone/IMS/TFH products, with the ability to identify products by code and description across all forms.
• Communicate effectively-both verbally and in writing-with customers, consultants, and internal stakeholders to investigate and resolve issues, providing timely and accurate solutions.
• Document and maintain records of all customer inquiries per departmental protocols and SOX compliance, and issue order confirmations via secure email, web links, or EDI.
• Provide customers with inventory availability, backorder release estimates, and recommend substitute products as necessary.
• Resolve complex or unusual requests requiring customized responses, ensuring prompt communication of solutions or information.
• Coordinate closely with the shipping department on order logistics, including prioritization, changes, and discrepancy resolution. Liaise with freight carriers to address shipping issues and expedite deliveries as needed.
• Resolve pricing discrepancies and enter approved pricing provided by Sales Support. Ensure all applicable discounts and current promotions are applied to customer orders.
• Maintain accurate customer records, including shipping addresses, contacts, and contract terms (e.g., freight minimums).
• Demonstrate proficiency in all applicable systems, including Navision, credit card processing platforms, and reporting tools. Must be capable of using multiple systems simultaneously to troubleshoot and resolve customer issues efficiently.
• Support marketing initiatives by facilitating new product launches and managing discontinued product depletion to ensure smooth customer transitions and inventory closeout.
• Collaborate with the Accounts Receivable department and Chargeback Representative to research and resolve open deductions and short payments stemming from pricing discrepancies, service issues, or related concerns.
• Monitor daily open order reports and resolve discrepancies promptly by collaborating with cross-functional teams such as Marketing and Sales.
• Provide support for both internal and external financial audits, ensuring documentation and processes meet compliance standards.

• High school diploma or GED equivalent required.
• Minimum of 2 years of wholesale experience, with a strong understanding of retailer expectations; experience with major accounts such as Costco, Amazon, Walmart, PetSmart, Petco, and grocery chains strongly preferred.
• Solid understanding of EDI processes and wholesale-to-retail compliance requirements.
• Working knowledge of finance as it relates to the order lifecycle, including non-compliance, invoicing, and credit memo processes.
• Previous experience in inside sales support and wholesale-to-retail customer service is required.
• Strong verbal and written communication skills, with excellent attention to detail and organizational abilities.
• Ability to thrive in a fast-paced environment, demonstrating independent thinking while collaborating effectively across departments.
• Strong analytical skills and a proven ability to problem-solve and deliver effective solutions.
• Advanced computer proficiency, especially in Microsoft Office (Excel and Outlook), and the ability to navigate customer intranet sites. Must demonstrate professional, coherent email communication skills with internal stakeholders and external customers.

• Comprehensive Medical, Dental, and Vision Insurance.
• Free Life and Disability Insurance.
• Health and Dependent Care Flexible Spending Accounts.
• 401 (k) with a 3% company match and annual employer discretionary contribution.
• Paid vacation, holidays, and sick time.
• Employee Assistance Program.
• Access to thousands of free online courses.
• Discounts on cell phones, movie tickets, gym memberships, and more!
• Education Assistance (both college degrees and professional certifications)
• Referral Program with a cash bonus.
• Access to on-demand pay.
• Paid parental leave.