Customer Service Representative

Central Garden & Pet Company • Monroe Township, NJ • 2d ago

Description The Customer Service Representative's primary responsibility is to handle customer calls and process orders received via EDI, email, or fax. The position also involves providing order status updates, shipment confirmations, and addressing all customer inquiries, ranging from simple questions to complex requests. The Customer Service team works closely with other departments to ensure customer orders are fulfilled accurately and efficiently, and that any issues are resolved promptly and appropriately.This position requires on-site work at our Monroe Township, NJ facility 5x a week. MEASURES OF SUCCESS: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. IDEAL CANDIDATE ATTRIBUTES:

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