Customer Service Representative (JR Logistics)

JR Logistics is seeking a dynamic Customer Service Representative to join the team. In this role, the representative will serve as a key liaison between internal teams and external partners, ensuring the order book is managed with accuracy and urgency. Strong time management, prioritization, and communication skills are essential to manage customer inquiries, resolve issues quickly, and keep stakeholders informed. JR Logistics is constantly looking for new ways to improve, become more efficient, and maximize customer satisfaction, and expects the same commitment from every new team member.

What You'll Do:

Customer Service

• Own and manage all new account setups and sales order entry in Oracle.
• Partner with the finance team for account credit memos and return authorizations.
• Partner with the finance and warehouse teams to manage the order book and ensure orders are shipping on time.
• Communicate with sales representatives and accounts on order status and tracking details as needed.
• Serve as the primary point of contact for customer inquiries via phone and email, ensuring timely and professional responses.
• Manage a high-volume inbox and prioritize daily tasks to meet strict deadlines.
• Validate, enter, and confirm customer orders with speed and accuracy; monitor the Daily Open Order Report to ensure data integrity.
• Proactively identify and resolve issues including credit holds, pricing discrepancies, and shipment delays.
• Partner cross-functionally with Sales, Operations, and Finance to support seamless order fulfillment and customer satisfaction.
• Lead weekly Order Book Review meetings with Account Representatives to ensure alignment, accuracy, and proactive problem-solving.
• Support financial processes including Return Authorizations, Credit Memos, and third-party credit and merchant systems.
• Actively participate in Customer Service and Operations team meetings, contributing ideas for continuous improvement.
• Build strong relationships with customers and internal teams by anticipating needs, solving problems, and delivering consistent service excellence.
• Take ownership of escalations, drive resolution, and follow up to ensure customer confidence and satisfaction.
• Perform other duties as assigned to support team and business priorities.

Product and Style Management

• Partner with the sales and product teams to ensure accurate style information is updated in Flex and Oracle for all go-to-market seasonal launches.
• Ensure accuracy of style data and make adjustments as needed.

Sample Execution

• Create, update, and manage the sample tracker.
• Partner with the product team to communicate seasonal sample needs and due dates.
• Check in seasonal samples for sales representatives as they are passed from the product team.
• Ship samples to sales representatives and accounts on time.
• Manage the sending and return of samples from accounts.

What to Bring:

• 1 to 3 years of experience in Customer Service, Retail Planning, Buying, or a related field.
• Bachelor’s degree preferred.
• Knowledge of the apparel, accessories, or sporting goods industry.
• Experience with Oracle, SAP, or similar ERP systems.
• Advanced proficiency in Microsoft Office (Excel, Word, Outlook, and PowerPoint), with the ability to manage large data sets, create reports, and present findings clearly.
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Proven ability to communicate effectively, lead discussions, and represent the team in cross-functional meetings.
• Strong written, verbal, and interpersonal communication skills.
• Demonstrated success working in a team-oriented service environment.
• Any combination of education, experience, and training that provides the required skills and knowledge will be considered.

What We Offer:

• Competitive salary (we leverage market data) + benefits (medical, dental, vision, 401k match, life insurance, pet insurance)
• Company gym with access to personal trainer
• On-site Kitchen
• Paid Parental Leave
• 13 company holidays
• Professional development workshops
• Employee product discounts on selected brands