Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for delivering exceptional service to both Foodservice and National Retail customers through accurate order processing, product allocation, inventory updates, and proactive communication. This role blends customer service, sales support, and data entry functions to ensure efficient operations and customer satisfaction.

This position requires proficiency in ERP systems (SeaSoft preferred), the Cut & Dry application, working in customer portals and Microsoft Office, along with the ability to manage multiple priorities in a fast-paced environment.

Duties include:

• Customer Service & Relationship Management
• Data Entry & Reporting
• Cross-Functional Collaboration
• Order Management & Allocation
• Technology & Systems

Sample Daily & Weekly Tasks include:

• Monitor Will-call window
• Assist customers and account managers with pick up orders
• Collect payment
• Answer phone calls and monitor orders inbox
• Enter orders
• Log product return and complaints
• Organize/file paperwork
• Address inquiries, complaints and special requests from customers and account managers
• Review daily reports and stay up to date with seafood news
• Dispatch late delivery driver
• Assist other departments such as warehouse, transportation and sales with special requests
• Process specialty orders (e.g., catfish) including label printing and proper communication regarding production coordination
• Occasionally go into warehouse to grab pick up orders
• Assist National Retail Team with pricing and allocation
• Invoice completed orders and send invoices to customers if required
• Communication (shift change) huddles.

Reporting Relationship: The Customer Service Representative will report to the Customer Service Manager.

Education and Certifications: High School Diploma or GED required; Associate or Bachelor's degree preferred.

Skills, Knowledge, and Experience:

• 3–5 years of experience in customer service, sales support, or order fulfillment—preferably in seafood, food distribution, or logistics a plus
• ERP system experience (SeaSoft preferred).
• Working knowledge of Microsoft Office Suite (Excel, Word, Outlook).
• Excellent verbal and written communications skills.
• Bilingual in English/Spanish a plus.
• High accuracy in data entry and order verification.
• Strong verbal and written communication skills.
• Able to prioritize and manage multiple tasks while maintaining attention to detail and time sensitivity.
• Able to manage a large volume of detailed work with accuracy.
• Strong analytical, problem-solving, and organizational skills.
• Team-oriented with strong collaboration skills.
• Ability to work collaboratively with cross-functional teams.

Location: Elkridge, Maryland

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to sit, stand, talk, and hear.
• The employee is constantly required to use hands and fingers to feel, handle, or operate objects; and reach with hands and arms.
• The employee occasionally is required to stoop, kneel, crouch, and walk.
• The employee is capable of lifting and/or moving up to twenty-five pounds occasionally.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus.

Work Environment: The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee works mostly indoors in the office and on occasion outside and in the Warehouse for brief periods of time. The employee can be exposed to wet and/or humid, hot, cold, and snow conditions, fumes or airborne particles and vibration.
• The noise level in the work environment can range from quiet to loud.
• The performance of this position may routinely require exposure to the manufacturing areas where personal protective equipment such as safety glasses, hearing protection, hair nets and gloves may be mandatory.

Equal Opportunity Employer: J.J. McDonnell is committed to providing a diverse workforce experience. We are an equal opportunity employer, and all applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, veteran, or disability status. Employment decisions are based on qualifications, merits, and business needs.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.