Customer Support Specialist
Thermacell Repellents, Inc - Buford, GA
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*** Customer Support Specialist*** Disclaimer: Please note, if you are selected to have an interview with Thermacell, you will receive an email from our applicant tracking system Paylocity ( reply-to-sender@ ) or an email from a domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure, please contact careers@ . THE COMPANY Thermacell Repellents, Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects . Founded in 1999 and based outside of Boston in Bedford, Massachusetts, Thermacell makes the world's leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays, scents, or chemicals on your skin. Dedicated to delivering the best consumer experience, we have an ever-expanding product line for both adventure and home use. We aim to change the way people repel insects, through our award-winning science backed products, disruptive innovation, and expanding distribution across multiple retail & e-comm channels in over 30 countries across the globe. Thermacell currently employs 125+ full time employees at our 4 locations Bedford Massachusetts (Corporate HQ), Buford Georgia (Manufacturing & Distribution) Hampton Florida (Science & Research Center).ROLE PURPOSE: The Customer Support Specialist is responsible from the point of receiving customer orders through shipping them from the Distribution Center. Basic OFS responsibilities include reviewing and processing incoming orders, verifying pricing and terms in NetSuite, releasing orders to the DC for shipping, and ensuring proper routing and ASN submissions on orders which require those activities. This position is also responsible for trouble-shooting orders with errors or missing/incorrect information, setting up customer support processes for new customers / items, and backing up both the Finance and Sales departments in specific tasks. STATUS: ExemptWORKING HOURS: 6:30 am-3:00 pm (some OT during Peak Season)WORK LOCATION: 943 Gainesville Highway, Buford, GA 30518 ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Review Individual Customer requirements, and ensure these requirements are correct Enter manual orders directly into NetSuite. Review EDI orders prior to release. Verify pricing on orders to ensure that it matches the approved customer pricing in NetSuite. Backorder and cut items from orders when necessary, ensuring compliance with customer requirements. Allocate inventory and release orders to the DC (first time and backorders) Ensure that orders are released correctly to the DC.Maintenance of all orders to ensure orders have been released in timely manner. B2B OrdersEcomm OrdersThird Party Fulfillment OrdersEfficient follow-up with sales teams (internal and/or external) to properly resolve any order issues. Always keeping in mind the physical time-sensitiveness. Daily maintenance of orders to ensure they will ship on time & have shipped on time. Working with warehouse shipping office to highlight any important upcoming orders / size, heavy labeling, etc. Ensure customer-specific routing and ASN processes are executed-either internally or at the DC (per customer-specific SOP)-accessing and using customer portals. Process credit card/payment terms for invoices as appropriate. Interface with internal departments to ensure orders are filled complete and in timely manner. Work with 3rd party warehouses to ship TRI DC orders as needed. Generate & print UCC labelsComplete customer-specific shipment routing in compliance.Will be assigned major accounts but will know requirements & processes to cover all accounts & to support the team. Would cover each other if anyone is out. Assist Canadian customer support team when necessary Assist warehouse team when necessary: Generating shipping labels, etc. Reporting and AdminIssue daily reports on customer support performance. Review daily reports from warehouse on performance and highlight any concerns or trends to the Customer Service Manager. Monitor and communicate with supply chain and sales on cuts and backorders. Provide guidance and assistance to the DC in resolving any questions on orders or customer requirements. Write and implement new customer-specific SOP's. Set-up new customer EDI integration. Help train temporary staff during busy season, and answer questions / support as needed. Review customer scorecards and suggest improvements to customer support process. Real-time implementation of needed changes in ship date and/or delivery date based on customer scorecard and/or weekly customer metrics. Participate in strategic account teams to help improve service and grow the business (Walmart and/or Amazon) THE IDEAL CANDIDATE: Lives our core values of Drive, Ownership, Integrity, Teamwork and EvolutionAuthentic and personable, humble, smartRelentless work ethic juiced by results, not titles or activitiesExternally competitive, internally collaborativeHighly resourceful. Hands-on and practicalChooses curiosity and a commitment to learning over being rightRadically candid - always with positive intention Motivated by challenge, resilient in the face of setbacks or adversity Able to critically think and navigate within a variety of ambiguous situationsEven keeled energy, brings calm to chaos, low dramaMake impeccable agreements, delivers end to end results with excellenceMakes high quality data-based decisions with autonomyUnquenchable thirst for learning and self-improvementEffective communicator meeting people where they areManages multiple, complex, and competing prioritiesCOMPENSATIONCompensation for this position will include a competitive base salary and a Quarterly/Annual Target Bonus program-details proved separately. Benefits for this position will consist of vacation benefits at a competitive level & 10 paid company holidays. Additionally, a company shut-down period is offered for one week between Christmas and New Year's Day. We are proud to offer a competitive & valuable benefits package that enables you to protect your health, your family, and your way of life. It includes best-in-class medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Short-term Disability & Group Term Life insurance (one-time base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment. Additionally, you will have access to a variety of additional benefits such as vision, supplemental life, critical illness, Medical FSA (Flexible Spending Account), Dependent Care FSA, accident, SecureSave savings account, EAP (Employee Assistance Program), product benefit, wellness benefit, and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide. You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to 4% (base salary + overtime wages - subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service. WHY WORK HERE? We are proud of our company culture - it's the fuel behind our dynamic and buzzing community! Our people are authentic, competitive and compassionate. It's truly a unique formula for success.We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier. OUR CORE VALUES:Drive - An optimistic can-do spirit, a passion to delight our consumer, a belief in the importance of determination and the freedom to make a difference.Ownership - We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results.Integrity - We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions.Teamwork - The belief that we is greater than me, and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together.Evolution - We are committed to continuous improvement, always learning, growing, and adapting to constant change. We seek progress over perfection.OUR COMMITMENT: Thermacell is committed to preserving a culture of diversity, inclusion, and belonging. The collective sum of our individual differences, knowledge, life experiences, and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our day-to-day work environment. We are proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, citizenship, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, age, physical or mental disability, veteran status, marital status, genetic information, or any other characteristic protected by state, federal or local law. OUR AWARDS:Popular Mechanics - Grand Award Winner - Recreation - Best of What's New 2018 New York Times Wirecutter - The Best Mosquito Control Gear for Your Patio or Yard Outside Magazine - Best Car Camping Gear 2018 Backpacker Magazine - Best Backpacking Accessory 2019 Field & Stream "Best of the Best" Award - Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent - LIV Smart Mosquito Repellent System - CES TWICE Awards 2022-2021 - Canadian Tire Digital Excellence Award - CES New Tech Award - IDEA Good Design Award - Good Housekeeping Home Products Award - This Old House Editor's Choice - Time Magazine Best Inventions 2022, Outside Gear Guide Editor's Choice 2022, NYT Wirecutter pick for "The Best Mosquito Control Gear for your Patio or Yard" 2023, 2023 Canadian Tire Digital Excellence Award Winner-Seasonal & Gardening division, CNN Underscored Editor's Pick 2024 RequirementsSKILLS/KNOWLEDGE/EXPERIENCE REQUIRED 2+ years of Customer Service ExperienceAssociate's degree preferred, but not requiredCustomer Support/order processing in a B2B businessPreference given to candidates with experience in NetSuite, EDI order transactions and/or managing orders in customer portalsDirect communication with customers and a warehouse/distribution center.
Created: 2024-10-01