B2B Order Fulfillment and Customer Support Specialist

2 weeks ago


Mt Holly, United States Schleich Full time

NOTE: This position is primarily located in our Charlotte, NC office with the option for 2 days of remote work each week.

Schleich USA, Inc., the North American branch of a cherished German toy manufacturer, is in search of a B2B Order Fulfillment and Customer Support Specialist to enhance our team. The ideal candidate will possess over 5 years of experience in B2B/Wholesale Order Fulfillment, particularly with SAP and MS Excel.

Our competitive benefits package includes a vibrant work atmosphere, more than 6 weeks of paid time off, complimentary medical/dental/vision coverage for you and your dependents, unlimited access to online professional development, and a variety of additional perks such as 401k, life insurance, and tuition reimbursement. Join us in working for a globally recognized toy brand that has delighted children and adults for over 85 years

Key Responsibilities

  • Manage order processing, including debit and credit memos, payments, and the establishment and maintenance of customer master data.
  • Respond to inbound inquiries regarding order status, backorders, product information, availability, shipment tracking, and returns, addressing any customer-related concerns.
  • Resolve customer complaints by providing suitable solutions and alternatives within designated timeframes; follow up to ensure satisfactory resolution.
  • Investigate issues and deliver accurate and comprehensive information to all relevant parties: customers, sales representatives, key accounts, and internal teams.
  • Generate reports using SAP and share data in Excel format with stakeholders.
  • Process payments and collaborate with Accounts Receivable to address any payment-related customer inquiries.
  • Perform additional duties as required.

Qualifications and Requirements

  • High school diploma and a minimum of 5 years of experience in order fulfillment and customer support within a B2B context.
  • At least 3 years of recent experience utilizing SAP, with a focus on master data management and reporting.
  • Proficiency in MS Excel (including lookups, pivot tables, etc.).
  • Knowledge of EDI is advantageous.
  • Strong analytical and problem-solving abilities with meticulous attention to detail.
  • Exceptional written and verbal communication skills with a customer-centric approach.
  • Ability to multitask, prioritize, and manage time effectively.

Schleich is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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