CUSTOMER & SALES REPRESENTATIVE

Tweezerman International•Port Washington, NY

4h•$24 - $34•Hybrid

About The Position

Customer Service is responsible for the overall satisfaction of Tweezerman, Private Label and QVS brands. Providing superior customer service in a highly professional and courteous manner to customers and consumers, building long-term relationships and promoting product knowledge are the primary goals of the department. The Customer Service Specialist serves as the primary point of contact for assigned customer accounts, ensuring exceptional service throughout the entire order lifecycle. This role is responsible for processing customer orders, managing order fulfillment, resolving issues proactively, and collaborating with cross-functional teams to deliver accurate, timely, and efficient service. The ideal candidate demonstrates strong attention to detail, critical thinking, excellent communication skills, and a commitment to customer satisfaction.

Requirements

High School Graduate
Minimum 3-5 Years of related experience required with a minimum of 2 years of customer service experience required
Working knowledge of Microsoft Office (Excel (i.e. Pivot tables, Vlookup, Word, Outlook)
Accurate typing, Calculator, basic math skills
Excellent communication (verbal & written) & interpersonal skills
Must be familiar working with customer routing guides
Patience and ability to work with diverse personalities
Excellent organizational skills and ability to multi-task
Able to work under pressure
Detail oriented with excellent follow-up skills
Solid understanding of customer service and OTIF
Outstanding research and problem-solving skills

Nice To Haves

Experience with D365 or EDI is a plus

Responsibilities

Process customer orders received from Key Accounts and Sales Representatives via email and EDI.
Enter and process internal sample orders, ensuring all required approvals and account information are accurate.
Manage customer orders from receipt through invoicing, ensuring maximum OTIF performance.
Manage delivery date revisions and communicate schedule changes to customers and internal teams as needed.
Review orders to ensure appropriate product assortments, displays, pricing, and product mix based on customer requirements.
Serve as the primary contact for assigned customer accounts, providing professional, responsive, and solution-oriented service.
Answer incoming calls and respond to customer inquiries in a timely and professional manner.
Build and maintain high service levels for customers by understanding their business needs, routing requirements, and expectations.
Communicate order status, shipment updates, and invoicing information to ensure seamless customer experience.
Verify product availability, pricing, ship dates and order accuracy before processing.
Identify and resolve order-related issues, including EDI errors, pricing discrepancies, case pack issues, allocation concerns, and journal adjustments.
Investigate billing discrepancies, returns, and customer claims; issue Return Goods Authorizations (RGAs) and approved customer credits.
Use sound judgment and critical thinking to resolve issues independently, escalating those requiring management approval with clear recommendations.
Support Sales and Marketing initiatives by providing excellent customer support and supplying product samples as requested.
Coordinate with Supply Chain, Planning, and Warehouse to ensure best service level and OTIF performance.
Work with internal and 3PL team to troubleshoot order process issues.
Maintain a strong understanding of product assortments, technical product specifications, pricing, new product launches, holiday collections, and limited-edition offerings.
Process and integrate EDI orders.
Distribute daily EDI sales reports to Supply Chain, Sales, Finance, and Fulfillment teams.
Maintain and update accurate customer records, including but not limiting to: contact information, addresses, and item cross-reference within D365 and DM EDI.
Distribute invoices and supporting documentation to customers, sales reps, or warehouse upon request.
Perform additional duties and special projects as assigned.