Customer Service Associate

Frette is seeking a Customer Service Associate, based out of our office in Wayne, NJ, on a hybrid schedule.

As a Customer Service Associate you will be responsible for interacting with clients, independent sales representatives, and internal sales team to provide and process information in response to inquiries, concerns and requests about products and services.

JOB RESPONSIBILITIES:

• Order entry into system with email confirmations, stock availability and/or future ship dates based on inventory.
• Answer incoming calls which can include ETA’s, inventory checks and sales leads.
• Function as the sales agent for new customers and assign customer to proper agent after transaction.
• Compile new account information for new customers and submit complete packet to accounting for account opening.
• Provide price quotes/proformas/commercial invoices to new potential customers to receive initial deposits before the orders can be released.
• Daily communication via phone, fax and or email with sales teams by providing day-to-day follow-up on open orders, new orders, new customers, order tracking, POD’s, and re-ordering of custom product.
• Daily communication and follow up with 3PL about priority orders, shipping requirements, special projects, quality concerns, overallocations and POD’s.
• Give ETAs to customers/sales on custom or backordered items.
• Release orders to our 3PL, follow through, and make sure orders ship within our standards.
• Run open order reports/item history reports/customer sales history reports.
• Enter sample orders and confirm tracking to the sales teams.
• Issue return authorizations to customers determining restock charges, arrange return picks ups and advise warehouse of return details via email.
• Issue credit for returns based on variances received from 3PL, freight disputes, log returns in return spreadsheet and follow up when completed.
• Work with our embroiderer to establish current pantone colors matching customer requests embroidery.
• Coordinate and submit artwork to our embroiderer for swatch creations for customer approval.
• Report shipping from our embroiderer with tracking, upload charges to sales order and create manual invoice.
• Allocate and release backorders when new receiving is posted.
• Obtain POD’s, packing lists and detailed carton information from 3PL for accounting during audits.
• Assist with accounts receivables in collections of past due invoices and reconciliation.
• Process accommodation orders from the sample room to fulfill orders that do not adhere to poly bag counts or current stocked inventory.
• Review and release orders received via EDI.
• Adhere and communicate all current routing guidelines to the warehouse for proper shipping.
• Reconcile RTV chargebacks with manager and accounting

SKILLS AND QUALIFICATIONS:

• 2 years of experience in customer service or order entry within a ecommerce/ B2B environment.
• Cheerful outlook and patience with customers.
• Attention to detail, accuracy and have experience in data collection and order entry.
• Knowledge and proficiency with MS Office, and ERP platforms such as D365 and Power BI.
• Must be organized and possess the ability to multi-task.
• Must have excellent communication skills both verbal and written.
• Ability to solve problems in a calm and effective way.
• Willingness to learn and grow in a fast-paced environment.

This is a hybrid position with a 3 day in office requirement.