What are the responsibilities and job description for the Customer Account Specialist position at Jeffco Fibres Inc.?
Company Description: Jeffco Fibres Inc. is a vertically integrated contract manufacturer operating multiple plants with in-house cut and sew, coiling, foam fabrication, assembly, roll-packing, and fulfillment services. The company fabricates foam for a wide range of consumer products and manufactures mattresses, toppers, and pillows, with a strong focus on quality and innovation. As a GOTS® Certified Organic Natural Contract Manufacturer, Jeffco provides specialized product development and sourcing services that stand out in the industry. With over 40 years of expertise in foam, fiber, and sleep technology, Jeffco has been a pioneer in direct-to-consumer eCommerce and distributes bedding products through major retail and private label channels from its headquarters in Webster, Massachusetts.
Role Description: The Customer Account Specialist is a full-time, on-site role based at Jeffco Fibres Inc.’s headquarters in Webster, MA. The Customer Account Specialist serves as the primary operational contact for assigned accounts, managing daily order processing, responding to customer inquiries, and ensuring accurate execution within internal systems. This role combines high-volume transactional work (manual order entry, returns, credits, documentation) with customer communication, reporting, issue resolution, and continuous improvement.
Job Duties & Responsibilities:
• Respond to customer inquiries by email and phone promptly and professionally.
• Enter and maintain orders in Sage ERP, customer portals, EDI, and retailer systems.
• Process returns, credits, claims, order changes, and account updates accurately.
• Monitor assigned accounts to ensure orders are received, fulfilled, shipped, and closed on time.
• Coordinate shipments with parcel, LTL, and customer-designated carriers.
• Use advanced Excel, including pivot tables, plus Google Sheets and reports to track orders, inventory, shipments, and back orders.
• Maintain customer data, routing requirements, shipping instructions, and Customer Information Cards.
• Track inventory availability and communicate concerns proactively.
• Prepare order status, shipping, inventory, and customer performance reports.
• Resolve order, shipping, pricing, portal, and customer service issues.
• Work with Sales, Operations, Production, Logistics, Accounting, and IT to support customers.
• Share customer feedback, compliance needs, and process improvement opportunities with management.
Qualifications:
- Professional Experience: 2–4 years of experience in customer service, order management, or data entry, ideally within a manufacturing, distribution, logistics, or B2B environment.
• Technical Skills: Strong proficiency in MS Office (with intermediate to advanced Excel) and experience using ERP/CRM systems (Sage preferred) or customer/order portals.
• Communication & Support: Excellent written and verbal communication skills with a strong customer-focused mindset to professionally support customers, vendors, and internal teams.
• Data Accuracy & Organization: High attention to detail and accuracy with a commitment to data integrity while managing inventory, order processing, and shipping deadlines.
• Task Management: Proven ability to manage multiple priorities, handle problem-solving tasks, and work independently in a fast-paced environment.
• Adaptability & Collaboration: Comfortable learning new technology (including AI tools) while operating effectively as both a collaborative team member and an independent contributor.