Customer Service Specialist

Our client—a leading global producer of premium vinegars and specialty condiments with over 130 years of artisanal expertise—is searching for a Customer Service Specialist to join their team in Totowa, NJ. This person plays a critical role in supporting both retail and industrial customers. This position is responsible for managing the full order cycle—from entry to invoicing—with a focus on accuracy, efficiency, and excellent customer service. Additionally, this role includes assisting the team in other duties as requested, covering all back-office responsibilities.

**This is an 100% in office role, based in Totowa, NJ. No hybrid or remote option**

Responsibilities:

Primary Focus:

Customer & Order Management:

• Serve as the primary point of contact for key retail and industrial customer accounts.
• Process customer orders accurately via EDI, online portals, and manual entry.
• Communicate with customers regarding order status, backorders, shipment tracking, and issue resolution.
• Monitor and verify all documents related to orders for accuracy, including purchase orders, invoices, and shipping confirmations.
• Review and assist in any discrepancies or short pay to reconcile and credit as needed.
• Communicate with the sales team on ongoing projects and new business opportunities to ensure excellent customer service and sustainable processes.

Warehouse & Fulfillment Coordination:

• Track order progress through the warehouse and liaise with the logistics team to ensure timely fulfillment to distribution centers for e-commerce.
• Prepare and issue work orders to the warehouse team for product repacking or special handling instructions.
• Follow up on work order completion and communicate updates to internal teams.
• Ensure timely and accurate data exchange related to orders, shipping, and invoicing.

Inventory Oversight:

• Review inventory at the Totowa facility and NJ-based 3PL to ensure shipment in FEFO.
• Transfer material to Totowa as needed.
• Work with warehouse and planning teams to address shortages, excesses, and replenishment needs.

Secondary Focus:

• Assist General Manager/Operations Director with projects related to retail service requirements.
• May include documentation requests from customers.
• Input via TraceGains if assistance is needed.

Qualifications

• High school diploma or equivalent, required; Associate’s or Bachelor’s degree preferred.
• 2 years of experience in customer service, preferably in retail or e-commerce operations.
• Strong attention to detail with excellent organizational and time management skills.
• Effective communication skills, both verbal and written.
• Proficiency in Microsoft Office (Excel, Word, Outlook); experience with inventory management systems a plus.
• Prior experience with managing deductions, strongly preferred

Competencies

• Customer-focused with a proactive and problem-solving mindset.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Collaborative team player who can work cross-functionally with warehouse, sales, and logistics teams.
• High level of accuracy and accountability in managing data and documentation.