• Process orders via fax, EDI, and email for all domestic and international accounts while demonstrating attention to detail.
• Reviews all order prep instructions and shipping instructions so that each order is processed according to each customer's specifications. 
• Possesses working knowledge and is able to distinguish by product code and description all of Nylabone/IMS/Four Paws products. 
• Effectively communicates, verbally and in writing, with customers/consultants and all levels of management to identify and investigate problems to determine the best possible solution to successfully resolve issues. 
• Documents and maintains a record of all inquiries in accordance with departmental protocols/Sox requirements and provides order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved. 
• Provide inventory availability, estimated backorder release date if available, and offer substitute products. 
• Possesses a working knowledge of direct import orders. 
• Possesses a high sense of urgency for time-critical processes. 
• Coordinates with the shipping department regarding order logistics including priorities, changes and discrepancies. 
• Coordinates with freight carriers as necessary to resolve shipping problems or expedite shipments. 
• Responsible to ensure all discounts and current promos are applied to the customers’ orders at the time of order entry.
• Responsible for maintaining the customer card, updating or creating new ship to addresses, contacts, contract term changes such as freight minimums, etc. 
• Demonstrates proficiency in all applicable systems currently utilized by TFH/IMS/Nylabone/Four Paws such as Navision, Credit Card Processing Software, Business Central, SAP, and Reporting Tools. The CSR must possess the ability to successfully navigate the systems listed above simultaneously in order to solve problems. 
• Assists the AR Department and Chargeback Representative with researching open deductions and short payments due to pricing errors, service failures, etc.
• Other tasks as assigned. 

• 2-5 years of experience in Customer Service wholesale experience preferred (Walmart, Amazon, Petco, etc.)
• Understanding of EDI in relation to wholesale to retail guidelines.
• Prior experience with business integrations preferred. 
• Knowledge of finance in relation to order cycles, non-compliance, invoicing, and credit memos.
• Prior inside support and wholesale to retail customer service experience is necessary.
• Effective communication skills.
• Experience working in Vendor Central preferred. 
• Eager to learn, adapt, and grow within a support role.
• Strong attention to detail and organization. 
• This is a fast-paced environment that requires independent thinking as well as being able to work within a team setting across many departments.
• Analytical thinking with the ability to problem-solve with effective outcomes. 

Job Summary