Customer Service Coordinator
1 week ago
**Job Summary**
We are seeking a highly skilled and detail-oriented Customer Service Coordinator to join our team at Nutraceutical, a Better Being, Co. in Canada. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving customer complaints, and ensuring timely and accurate order fulfillment.
**Key Responsibilities**
Process customer orders, credits, and invoices with accuracy and efficiency
Manage PO processing and deliveries to strict lead times to minimize costs and potential penalties
Record shipment, pricing, and quantity discrepancies as reported by customers and issue appropriate credits
Provide follow-up and support on issues when needed
Advise customers of advance cut notices
Trace and research customer orders and field questions from accounts
Use all available tools to prepare, manage, and monitor all inbound imports from Utah and maintain line of sight into all in-country wholesale transactions
Manage backorders and backorder clean-up, requesting additional production and deleting orders under MOQ as needed
Support product lifecycle by tracking expiry dates and shipments accordingly
Process customs invoices through the custom broker portal to ensure expedient shipment clearance at the border
Manage preferred carrier portals for shipment booking (APL for TJX)
Liaise with 3PL to manage shipment appointments through client portals, emails, and phone to ensure timely arrival
Become fluent in all CDN Groc/Drug/Mass/eComm account inbound policies and guidelines
Look up customer orders/invoices and provide information to customers regarding order/invoice dates, totals, and shipment dates
Master multiple order entry programs and switch between them at a moment's notice
Master Exact Finance/ERP system, 3PL WMS for finance, inventory management, and order processing
Active participant in forecast procedure and processing of inventory requests accordingly
Possible future participation in trade spends management and CRM platform(s)
Master complex eCommerce fulfillment procedures, including inbound processing, shipping labels, credits, deductions, cost control, etc., with both 3PL providers and eComm contractors
**Requirements**
Bachelor's degree from a four-year college or university in Business or Marketing or a related field, plus one to two years of related experience and/or training, or an equivalent combination of education and experience
One to three years of customer service experience, preferably in order fulfillment to accounts
Knowledge of a variety of computer software applications in word processing and spreadsheets
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Good verbal and written communication skills are necessary
Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
**Benefits**
Competitive and comprehensive wellness benefits, including Medical, Dental, Vision, Life, and Company-paid short and long-term disability
Education Assistance of up to $5,000 per year
Immediate Paid Time Off accrual + 12 paid holidays; that's 5 weeks off for your first year
Employee Referral Bonuses
401(k) with company match
Annual bonus potential
Product discounts
And more
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