Customer Service Representative - EDI / Major & Specialty Accounts

Key Responsibilities:

• Manage daily EDI 850 and 860 purchase orders .
• Process and allocate orders within ship windows for all major accounts.
• Ensure timely submission and receipt of EDI 940s to/from 3PL.
• Manage bulk order distribution and coordinate with internal teams to ensure fulfillment accuracy.
• Open and maintain customer accounts by recording and updating account information.
• Handle customer inquiries and complaints via phone and email in a professional and timely manner.
• Request and monitor credit line approvals for new accounts through Axim, Finance One, and Rosenthal.
• Submit credit inquiries for bulk and major accounts; collaborate with A/R to ensure timely order approvals.
• Assist with order placements, refunds, exchanges, and credit card payments.
• Communicate with sales representatives to verify account and order details.
• Partner with the warehouse to ensure orders are shipped accurately and on schedule.
• Run daily and weekly reports on open pick tickets, open orders, and monthly order status.
• Credit-approve open orders for timely shipment.
• Coordinate with production and receiving teams to confirm goods are received and ready to ship.
• Serve as the primary point of contact between customers and sales representatives.
• Resolve product or service issues by identifying problems, determining solutions, and following up to ensure resolution.
• Review all return requests and issue RMA (Return Merchandise Authorization) numbers.

Requirements & Qualifications:

• EDI experience required (850, 856, 810, 846 transactions).
• Proficiency in Microsoft Office , with strong Excel skills (required).
• Experience with Rithum and CommerceHub a plus.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Positive team player with a strong customer service mindset.
• Ability to work efficiently under pressure and meet deadlines.
• Experience with FedEx and UPS WorldShip shipping systems.
• Fast and accurate data entry (minimum 50 WPM).
• Proven customer service or account support experience in a similar environment.
• High school diploma or equivalent required ; college degree preferred .
• Must be punctual, reliable, and detail oriented.