Customer Service and Operations Specialist

GoodEarth Distribution is a national distributor of operational and facilities supplies. We excel in nationwide logistics, cost-effective solutions, and sustainability. A true "One-Stop-Shop" for all supply needs with greater than 100,000 products in our portfolio. Product categories include cleaning and maintenance, office products and furniture, safety, packaging, personal care amenities, towels, laundry, and much more – all supported by a technologically advanced, web-based ordering platform that simplifies the procurement process.

***Facility / Business Supplies and/or Distribution Industry Experience Preferred***

OBJECTIVE:

The Customer Service Specialist is responsible for delivering seamless and exceptional customer experience from order placement through delivery. This role plays a critical part in supporting day-to-day operations, managing customer inquiries, ensuring timely order fulfillment, and coordinating logistics.

PRIMARY RESPONSIBILITIES:

Customer Support

· Serve as the first point of contact for customers, providing prompt, courteous, and knowledgeable support via phone, email, and other communication channels

· Address inquiries related to product information, order status, shipping updates, billing, and return procedures, ensuring a positive and solution-oriented customer experience

· Demonstrate strong product knowledge and the ability to troubleshoot common issues, escalating complex inquiries when necessary to ensure resolution

· Build and maintain strong relationships with customers by following up on open issues and confirming successful resolution

· Maintain detailed and accurate records of customer interactions, transactions, feedback, and complaints in the CRM or ERP system

· Proactively identify patterns in customer concerns or recurring issues and communicate these insights to the appropriate internal teams for process improvement

· Meet or exceed customer service performance metrics, such as response time, resolution time, and customer satisfaction scores

Order Processing

• Manage order entry and approvals within the ERP system
• Handle returns and ensure proper documentation and resolution
• Monitor open orders, manage backorders, and provide status updates
• Keep the sales team informed on order progress, backorders, and any exceptions

Operations & Logistics

• Maintain daily communication with third-party logistics (3PL) providers to ensure all orders ship within service level agreements (SLAs)
• Schedule LTL shipments and secure freight approvals as needed
• Update carrier information in ERP and track all shipments to delivery

QUALIFICATIONS:

• Bachelor’s Degree preferred
• Minimum of 4 years’ experience in customer service and/or operations
• Proficiency in Microsoft Excel and Outlook
• Experience with NetSuite is a plus
• Strong problem-solving abilities and keen attention to detail
• High sense of urgency and follow-through
• Strong organizational skills and commitment to accuracy
• Self-motivated, goal oriented, and highly organized

Why Join GoodEarth Distribution?

· Opportunity to be part of a dynamic and growing team with a focus on innovation and sustainability.

· Competitive compensation package, including base salary, and benefits.

· Ongoing professional development and growth opportunities.

· If you’re passionate about customer service and operations, and driven to help clients succeed, we’d love to hear from you. Apply today to join the GoodEarth Distribution team and be part of our exciting journey!

MISC:

· Location: Remote or Hybrid

· Competitive salary, benefits package, including Medical, 401(k), PTO and Paid Holidays

GoodEarth Distribution, LLC considers applicants for all positions without regard to race, color, religion, creed, age, sex, sexual orientation, disability, genetic predisposition, or carrier status, national origin, U.S. military service or arrest/conviction records.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

Ability to Relocate:

Work Location: Hybrid remote in Fort Lee, NJ 07024