Customer Service Representative

Job Description

Job Description

Description:

Position: Customer Service Representative

Shift & Hours : Monday - Friday 7:00 A.M. - 3:30 P.M. & Saturday - 6:00 A.M. - 2:00 P.M.

Days Off: Tuesday & Sunday

Starting Hourly Rate: $20.00 p/h - $23.00 p/h (based on experience)

Benefits: J.J. McDonnell offers a comprehensive benefits package, including: Medical, Prescription, Dental, Vision, and Life Insurance; Voluntary Short-term & Long-term Disability; Employee Assistance Program; 401(k) plan; Other employee perks.

The Company

J.J. McDonnell was founded in 1945 and was originally located in the downtown Baltimore Seafood Market. In 1984, J.J. McDonnell relocated its operations to the Maryland Seafood Market in Jessup, Maryland. In October of 2016 J.J. McDonnell moved into a larger facility in Elkridge, Maryland, where we currently reside. J.J. McDonnell has established a market leadership position in Maryland, Washington D.C, and Northern Virginia as a provider of high-quality seafood products and services.

Over the years, the product focus has transitioned from predominately fresh fish to a healthy mix of fresh and frozen seafood. We cater to a wide range of customers, from Retail to Bar & Grill, Sushi to American Steakhouse, or from small ‘Mom and Pop’ stores to a large National Chain.

J.J. McDonnell prides itself on being a company that offers more than just a product. We offer our customers a wealth of knowledge, information and education about the seafood industry and the products our customers are buying and serving. It is our pleasure and purpose to provide seafood products, services, and support that will enable our customers to enhance their own business.

Position Summary

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.

Responsibilities

The Customer Service Representative duties include:

Customer Service & Relationship Management

• Handle inbound/outbound calls, emails, and walk-in customer interactions professionally.
• Address inquiries, complaints, and special requests promptly.
• Maintain accurate and organized customer records.
• Proactively promotes additional products to existing customers.

Data Entry & Reporting

• Accurately enter and verify orders, adjustments, and credits in SeaSoft and customer ERP systems.
• Maintain current pricing lists and promotional details.
• Generate reports on active orders, shortages, inventory status, and sales trends.
• Complete high-volume data entry projects as assigned.

Cross-Functional Collaboration

• Coordinate with transportation and operations to ensure timely deliveries.
• Collaborate with warehouse and inventory teams for allocation decisions.
• Participate in cross-training across sales, retail, and operations.

Oher duties as assigned:

Order Management & Allocation

• Process customer orders from entry to delivery, ensuring accuracy and timeliness.
• Allocate products based on specifications, availability, and fairness across accounts.
• Verify and update customer order guides, pricing, and cost changes.
• Recommend and process product substitutions when necessary.

Technology & Systems

• Use Cut & Dry to manage orders and assist clients.
• Operate Microsoft Office Suite (Excel, Word, Outlook) efficiently.
• Learn and adapt to new software tools quickly.

Sample Daily & Weekly Tasks

• 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.

Requirements: