Customer Support Specialist

We are seeking a detail-oriented Customer Support Specialist to join our Sales Operations team.

In this role, you will serve as a key point of contact for our clients, ensuring their needs are met with accuracy, professionalism, and a sense of urgency.

As part of a collaborative and fast-paced environment, you will play a vital role in supporting sales processes, resolving client inquiries, and maintaining data integrity.

Your commitment to exceptional service, operational efficiency, and attention to detail will directly contribute to customer satisfaction and the overall success of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES Receive and process case pack customer orders with a goal of 100 % accuracy within scheduled deadlinesReceive and process export case pack customer orders, following all necessary procedures for export ordersResolve service and/or product requests promptly, effectively and accuratelyManage distributor sales email inbox; responding to emails promptly and accuratelyWork with the Distribution department on order shipment issuesMust be able to accurately and efficiently use EDI and vendor web portals to retrieve and process purchase orders, revisions, order acknowledgements, etc.Collaborate with Marketing and Field Sales to complete electronic forms for new item set up and maintenance as needed Maintain accurate and up to date training documentation on Amazon 1P order processes, suitable for a backup to use in the case of absenceMaintain email management system within M3 for order acknowledgement, shipment notification, and invoicingMaintain customer account notes for Distribution and Order EntryManage customer returns, overages, damages, and shorts, including creating return authorization numbers, call tags and freight pickupsWork with Finance team and the Dispute Specialist to enter credit / debit requestsWork with Finance and Deductions teams to resolve deduction questions and requests promptly, effectively, and accuratelyReceive and forward, to the appropriate contacts, customs documents for Canadian accounts as neededInvestigate discrepancy reports ADDITIONAL DUTIES AND RESPONSIBILITIES The ability to work from a remote location (home) in the event of inclement weatherWork with other departments to provide the most efficient and accurate way of processing and shipping case pack customer ordersStrives to reduce waste, recycle products whenever possible, and re-use resources when practicalWorks safely at all times, follows safety rules and policies and participates in scheduled trainingReports injuries and near misses promptly and in required detailed format; proposes corrective action Other duties may be assigned SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

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