Purpose of Position

The Customer Service Support Specialist will support Account Managers in directing and coordinating various projects and will possess the desire and drive to develop and grow within PetEdge.

Essential Job Functions/Responsibilities: (other duties may be assigned. Management also reserves the right to change or modify position descriptions from time-to-time to meet the needs of the business with or without notice).

• Support Sales Account Managers with their territories and assigned retailer and distributor customers especially during travel or out of office times.
• Maintain the partnership between the managers and customers by completing all necessary tasks, such as entering orders in SAP and Magento, coding accounts, proforma invoices, and CSV files to reach sales and customer goals.
• Provide support within the team to balance daily workload and support priority special projects.
• Managing and maintaining the Dealer Box* (a general mailbox where emails go from customers for support) and the Order Entry Box (customer orders are delivered to this box daily).
• Works internally to solve problems and coordination with all necessary departments to ensure success.
• Pulling and Printing invoices from SAP and providing customer service such as credits, exchanges, or returns.
• Provide product information when needed and research any product issues.
• Timely completion of all work to ensure customer commitments are met.
• Understanding of company and effectively communicates all promotions to the client.
• Adhering to customers with special instructions which may include pricing and special shipping requests.
• Coordinates with the DC to pack and ship with any special instructions to effectively ship orders in a timely manner.
• Run and understand reports as needed using Power Bi., Bi, SAP, and Sales- I.
• Making inbound and outbound calls for customer resolutions.
• Review and release delivery block orders which could include EDI, VCA (animal hospital), hold for reviews and credit card declines.

Required Position Skills

• Strong written and oral Communication Skills
• Customer service appreciation and awareness
• Ability to work independently as well as part of a large sales team
• Possess desire and drive to develop and grow.
• Strong negotiation and problem-solving skills
• Ability to apply professional, product and technical expertise.
• Proficient in MS Word and MS Excel.
• Proficient in Power Bi., Bi, SAP, and Sales- I (Managers will ensure that you receive proper training to learn these systems).
• Ability to interact with all levels of the organization.
• Strong organizational skills and ability to multi-task Technical / Functional Competencies of this Position

Carefully check all that are necessary to perform the essential responsibilities of the position effectively.

Basic Knowledge of routine concepts, practices and procedures in this competency

Proficient Able to independently apply this competency in routine and more complex situations.

Specialist Knowledge and application of the most advanced concepts, practices, and procedures

Expert Sought out as technical expert or strategic leader in this competency area.

Language Skills

· Fluency in English is required, additional language ability is a bonus.

Work Environment

· Regular attendance in conformance with the standards, which may be established by PetEdge from time-to-time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

· Associates may be required to work varying schedules to reflect the business needs of the company.

· Upon employment, all associates are required to fully comply with PetEdge’s rules and regulations for the safe and efficient operation of the Company. Associates who violate any rules and regulations or policies and procedures will be subject to disciplinary action up to and including termination of employment.

Education/Vocational Experience

The education, specialized training, required licenses or certifications and/or years of directly related experience required to enter this job:

• 5 years or more related experience in Sales, Operations and Customer Service. Pet Industry experience highly recommended.

Job Type: Full-time

Pay: $35,000.00 - $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• No travel

Ability to commute/relocate:

• Danvers, MA 01923: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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