Customer Service Representative

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: $19.00 p/h - $22.00 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.

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.

The Customer Service Representative is responsible for delivering exceptional service to both Food service 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 (Sea Soft 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.

• 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.

• Accurately enter and verify orders, adjustments, and credits in Sea Soft 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.

• 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.

• 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.

• 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.

• 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,…