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.QualificationsHigh 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 preferredCompetenciesCustomer-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.