Position title
Customer Service Specialist
Employee Classification: Exempt, Full-time, Non-union
Reports To: VP of Information Technology


Job Summary

The Customer Service Specialist is responsible for the entire order to payment process – from EDI processing to email orders and phone orders for all customers. She/He is also responsible for processing shipping and invoicing documents.

Essential Duties & Responsibilities
  • Prints shipping labels for customer orders.
  • Manages the drop ship vendor program.
  • Provides daily sales reporting and invoice reporting to key stakeholders.
  • Is responsible for customer service for all accounts including processing orders, returns, invoices, chargebacks, issues, resolutions, and collaborations.
  • Utilizes the system to process changes to customer orders.
  • Verifies pricing for customer orders.
  • Communicates with G&S Distribution Center and assists with their processes.
  • Validates customer set up is correct in the system.
  • Ensures EDI order process is working and reports any issues to the EDI Analyst for resolution.
  • Works with IT to troubleshoot any order processing issues.
  • Maintains organization and files all documentation upon receipt.
  • Monitors chargebacks and resolves them upon request.
  • Communicates status reports, project plans, and help desk tickets.
  • Maintains the label inventory.
  • Reviews processes for improvements and efficiencies.
  • Attends and contributes to weekly staff meetings.
  • Is reliable and punctual in reporting for work as scheduled.
  • Maintains professionalism at all times.
  • Performs other duties and/or projects as assigned.
  • Strong written and verbal communication skills
  • Strong analytical and organizational skills
  • Demonstrated ability to manage multiple tasks and priorities, and easily adapt to changing situations and priorities
  • Proficient in Microsoft Office 365 as well as ERP software (QAD, SAP, JD Edwards, or similar systems)
  • Demonstrated problem-solving skills
  • Resilient with a positive attitude
  • Self-motivated and solid work ethic
Education & Experience
  • High School Diploma or GED
  • At least one year of related experience
Physical Requirements
  • Continuous sitting
  • Must be able to lift up to 15 pounds at times

This job description is not designed to cover or contain a complete listing of competencies, duties or responsibilities required for this job. Job requirements may change at any time. Employee signature below constitutes employee’s understanding of the requirements and essential functions of the position.

Job Location
Cleveland, OH
Date posted
September 6, 2022
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Position: Customer Service Specialist

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