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Customer Service Representative
31 Vreeland Ave Totowa, NJ 07512 US
Job Description
Job Title: Customer Service Representative
Reports To: Import Manager
Location:Â Totowa, NJ 07512
Employment Type: Full-Time, In Office
Position Summary
The Customer Service Representative (CSR) plays a critical role in supporting both retail and industrial customers. This position is responsible for managing the full order cycle—from entry to invoicing—with a focus on accuracy, efficiency, and excellent customer service. Additionally, this role includes assisting the team in other duties as requested, covering all back-office responsibilities.
Primary Focus
Customer & Order Management:
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Serve as the primary point of contact for key retail and industrial customer accounts.
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Process customer orders accurately via EDI, online portals, and manual entry.
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Communicate with customers regarding order status, backorders, shipment tracking, and issue resolution.
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Monitor and verify all documents related to orders for accuracy, including purchase orders, invoices, and shipping confirmations.
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Review and assist in any discrepancies or short pay to reconcile and credit as needed.
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Communicate with the sales team on ongoing projects and new business opportunities to ensure excellent customer service and sustainable processes.
Warehouse & Fulfillment Coordination:
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Track order progress through the warehouse and liaise with the logistics team to ensure timely fulfillment to distribution centers for e-commerce.
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Prepare and issue work orders to the warehouse team for product repacking or special handling instructions.
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Follow up on work order completion and communicate updates to internal teams.
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Ensure timely and accurate data exchange related to orders, shipping, and invoicing.
Inventory Oversight:
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Review inventory at the Totowa facility and NJ-based 3PL to ensure shipment in FEFO.
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Transfer material to Totowa as needed.
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Work with warehouse and planning teams to address shortages, excesses, and replenishment needs.
Secondary Focus
Other Projects:
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Assist General Manager/Operations Director with projects related to retail service requirements.
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May include documentation requests from customers.
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Input via TraceGains if assistance is needed.
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Qualifications
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High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
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2+ years of experience in customer service, preferably in retail or e-commerce operations.
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Strong attention to detail with excellent organizational and time management skills.
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Effective communication skills, both verbal and written.
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Proficiency in Microsoft Office (Excel, Word, Outlook); experience with inventory management systems a plus.
Competencies
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Customer-focused with a proactive and problem-solving mindset.
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Ability to work in a fast-paced environment and manage multiple priorities.
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Collaborative team player who can work cross-functionally with warehouse, sales, and logistics teams.
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High level of accuracy and accountability in managing data and documentation.
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You will find a wide range of opportunities with our partners across the US in a diverse set of industries and sectors. We also have a strong network of European based organizations, especially Italian organizations, that operate in the US looking for top professionals to join their team.