Scope of Position:

The Sales Operations + Customer Service (SOCS) Specialist holds a key role in the support and fulfillment of customer orders and overall customer support. Acting as a bridge between Sales and Operations, the SOCS Specialist ensures timely and accurate set up of customers, supports sales forecasting and production planning, confidently addresses customer issues with service and deliver to major US retailers and consumers, and manages the EDI connections that underly customer transactions. This individual prioritizes customers satisfaction and execution excellence, enabling the business to achieve important service metrics, build enduring customer relationships and grow efficiently. Reports to Operations Manager, Scentsicles.

Key Responsibilities:

Set up and maintain daily accountability for Electronic Data Interchanges (EDI) with B2B customers to ensure timely, seamless and accurate transactions and transmission of information for purchase orders, shipments, invoices and payments.
Support sales team in setting up new customers and new items, including accessing customer portals, filling out necessary forms, and providing company, legal, tax and product information.
Maintain access to all customer portal sites.
Understand and communicate customer compliance requirements for shipments, e.g. routing instructions and shipper labels, to ensure accurate execution by marketing and operations.
Collaborate closely with sales and operations to ensure accuracy of current sales forecast and operational ability to fulfil orders on time.
Verify accuracy of orders, collaborating with sales to address any issues.
Retrieve and manage orders via customer portals as needed, and enter any non-EDI orders.
In collaboration with finance, invoice orders based on shipping documents received.
Answer inbound B2B customer and consumer questions and resolve issues in a timely and professional manner.
Collaborate with finance to ensure shipments are invoiced in a timely and accurate manner.
Working with finance, review chargebacks relating to compliance issues, verifying accuracy and communicating any future changes to minimize chargebacks.
Support marketing and operations as needed in the maintenance of item information in the ERP.
All other duties as assigned.

Qualifications/Key Competencies:

Bachelor’s degree in a related field
Working knowledge of and experience with EDI software and networking protocols
Minimum of 2 years’ experience in a customer service or EDI role
Experience with US retail B2B customers required
Experience in consumer products preferred
Proficient in ERP systems
Proficient in B2B Gateway platform for retailer EDI transactions
Knowledgeable in 1WorldSync platform for retail customers
Proficient in MS Office products-Word, Excel, PowerPoint
Excellent leadership, communication and interpersonal skills
Strong organizational and time management skills
Attention to detail and accuracy
Ability to adjust quickly to new processes and procedures
Ability to work and make decisions independently in a fast-paced environment
Demonstrated experience in proactively identifying and resolving problems
Able to build and support strong cross-functional and customer relationships

Scentsicles

Created in 2005 and sold in mass market retail since 2009, the ScentSicles brand enjoys an unrivaled position as the pioneer of scented ornaments designed to make Christmas trees smell fresh cut. Scentsicles has grown from a unique Christmas idea to a global seasonal brand, and is now a subsidiary of the National Tree Company, the leading US wholesaler of artificial Christmas tree, wreaths, garland, and other seasonal décor.

The iconic ScentSicles scented ornaments feature proprietary product forms that simply work better than competitive fragrance formats. Scentsicles is sold across multiple retail channels with major retailers such as Walmart, Target, Lowes, Home Depot, Michaels, and many more. The brand enjoys high repeat rates, a 96% consumer satisfaction rating, a 4.5+ star rating and high sell-thru rates at retail that lead to long-standing customer relationships and year-on-year growth.

But the brand is just scratching the surface of its opportunity. Over 70m US households are interested in scenting their Christmas trees – even with the success of the Scentsicles brand, it’s still only getting to a fraction of those households. With the support of National Tree Company, Scentsicles is poised for explosive growth, not only at Christmas, but other seasons as well.

Scentsicles is a fun brand that brings joy to millions of families, and the team culture is a reflection of that spirit. We focus on executing with excellence, achieving our vision for growth and most importantly, helping our people reach their full potential -- and we enjoy doing it! You’ll find a flexible work environment, transparency, collaboration – and the opportunity to make a big impact with a growing brand. Benefits include medical, dental, vision, 401K with match, flexible work arrangements, summer hours, employee discounts and more.

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible spending account
Health insurance
Health savings account
Paid time off
Vision insurance
Work from home

Schedule:

Monday to Friday

Supplemental pay types:

Bonus pay

Work Location: Remote

Scentsicles

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