Customer Service & Logistics Associate

Jti Co. Ltd. - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Merchant Wholesalers, Durable Goods

About the position

The Customer Service & Logistics Associate position at JTI is a vital role that focuses on ensuring customer orders are processed and delivered accurately and efficiently. This position serves as the first point of contact for customers, establishing and maintaining strong professional relationships. The associate will be responsible for entering and processing customer orders without delay, ensuring that all invoices and credit memos are accurate and timely. Additionally, the role involves daily reconciliation of warehouse inventories across the company's domestic network, reviewing and processing vendor invoices, and administering the company's tax stamp affidavit program. The associate will also perform various other duties as assigned, contributing to the overall efficiency of the logistics and customer service operations. In this role, the associate will be expected to maintain an accurate customer database, ensuring that all current and new customer information is updated appropriately. Monthly and quarterly reporting will be part of the responsibilities, along with control activity walkthroughs to ensure compliance and accuracy. The associate will work closely with the warehouse team and the Supply Chain & Customer Service Manager to communicate effectively regarding order transit timing and any discrepancies that may arise. This includes tracking and reporting on order transit timing and investigating any exceptions to planned delivery schedules. The position requires a proactive approach to resolving invoicing and inventory issues, collaborating with various internal departments such as Finance, Accounting, IT, and Sales, as well as external customers. The associate will also be responsible for processing customer credits for returns of aged or damaged products and ensuring timely issuance of customer tax stamp affidavits for tax credits. Overall, this role is essential for maintaining the high standards of customer service and operational efficiency that JTI is known for.

Responsibilities

• Ensure strong rapport is built and maintained with all customers.
• Process customer orders accurately and efficiently, ensuring timely delivery.
• Update and maintain the customer database as appropriate.
• Review monthly/quarterly reporting and perform control activity walkthroughs.
• Maintain the ERP system with current and historic product and warehouse data.
• Verify and reconcile warehouse physical counts to company perpetual accounts.
• Work closely with the warehouse team and Supply Chain & Customer Service Manager for accurate communication.
• Track and report on order transit timing and investigate delivery exceptions.
• Process invoices for freight carriers and warehouse vendors.
• Resolve invoicing and inventory issues by collaborating with internal departments and external customers.
• Process and issue accurate customer credits for returns and ensure timely issuance of tax stamp affidavits.

Requirements

• 1-3 years' experience in Customer Service / Logistics / Operations functions in a National or International Company.
• Proficient knowledge of computers, including Microsoft Office (MS Excel & MS Word).
• Strong preference for ERP (SAP) experience.
• Excellent customer service skills with the ability to react to customer issues.
• Organized and self-motivated with strong time management skills.
• Quantitative analysis skills are desired.
• Direct experience in customer service and logistics support.

Nice-to-haves

• Experience in a fast-paced environment.
• Familiarity with EDI systems.

Benefits

• Annual Merit Increase
• Healthcare
• Dental + Vision
• Voluntary benefits
• Paid Time Off
• Paid family leave benefit
• 401k Plan + Company Contributions
• Life Insurance
• Disability
• Tuition Assistance