Customer Care Representative

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Collaborate with Sales, Deductions, Supply Chain, Demand Planning, Sales Ops, and Customer Care to provide exceptional customer service.

• Engage with internal and external customers to process orders, supply order details, and manage customer accounts.

• Oversee customer purchase orders received via web, email, EDI, or fax from receipt to invoicing.

• Address inquiries related to order status, service needs, pricing, documentation, and invoicing.

• Tackle customer issues and propose alternative solutions.

• Track customer orders, service levels, and ordering trends; implement enhancements in account management and processing.

• Initiate CIOs and TICS, handle return authorizations, and assist with customer deductions.

• Address customer needs across various product lines and processes while fostering customer relationships.

• Spearhead projects and team initiatives; train and mentor new team members.

• Execute special projects as assigned by leadership.

• Develop and sustain order reporting that encompasses pricing, inventory, shipping, delivery, and invoicing concerns.

• Ensure the smooth flow of new projects, items, graphics, print, labeling, and modifications while supporting legal, sales, and contractual commitments.

• Collaborate with transportation, supply chain, and plant operations to achieve customer service targets.

• Report directly to the Customer Care Supervisor.

⛳️ Requirements

• 2–3 years of customer care or related experience.

• A college degree is preferred.

• Six Sigma Certification is advantageous.

• Strong verbal and written communication skills, with clarity and professionalism.

• Demonstrated capability to implement internal process improvements that enhance existing service levels.

• Independent decision-making abilities with a proven track record of making data-driven choices through thorough analysis of facts and historical data.

• Detail-oriented with excellent organizational, communication, listening, analytical, and team-building capabilities.

• Capacity to maintain professionalism under pressure.

• Ability to work from home with a high-speed internet connection and cell phone service.

• An appropriate workspace within the employee’s home is necessary for work purposes.

• Consistent connectivity via phone, email, and instant messaging during approved work hours.

• Proficient in learning and executing various customer-oriented software applications or online portals.

🏝️ Benefits

• Medical, dental, and vision plans.

• Flexible time off, beginning with 80 hours of paid time per year for full-time salaried employees.

• Company-paid holidays starting at 8 days per year, which may vary by location.

• Wellbeing program & Employee Assistance Program.

• Health Savings Account/Flexible Spending Account.

• Life insurance, AD&D, short-term & long-term disability, and voluntary benefits.

• Paid Parental Leave.

• Retirement Savings Plan with company match.

• Tuition Reimbursement (subject to approval).

• Discretionary annual bonus program (initial eligibility based on hire date).

• Annual bonus program based on business and individual performance.

• Work from home arrangement.

• Access to high-speed internet and cell phone service is required for remote work.