Customer Service Associate

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Role: Permanent

Contact: Alfredo Laferte, Talent Attraction Expert

Customer Service Associate

The primary purpose of this position is to ensure that customer orders are processed and delivered to our customers accurately and efficiently in a professional manner without delay and/or interruption. As the first line of JT International’s working relationship with customers, this position is inherently responsible for ensuring that a strong rapport and professional relationship is maintained with all customers. Additional duties include reconciliation of warehouse inventories across the company's domestic warehouse network and administration of the company's import operations.

Key Responsibilities:

• Ensure that strong rapport is maintained and built with all customers. Ensure all orders are taken and processed accurately and efficiently and delivered to customers without delay. Also ensure all invoices/credit memos are processed to customers with correct prices and taxes (including duty paid) on a timely basis.  Update and maintain customer database (current and new) as appropriate.
• Ensure that the inventory system is accurately maintained in respect to: Current and historic product and warehouse data; current and historic pricing and standard costs; current and historic state and federal taxes; customer details (name, address, and tax status data).
• Verify and reconcile warehouse physical counts to company perpetual account. Notify warehouses and appropriate parties of any variances and work to solve these issues while keeping the Supply Chain & Customer Service Manager abreast any situations.
• Work closely with warehouses and 3rd party logisitcs providers to ensure delivery details are properly maintained and communicated. Track and report on order transit days and investigate exceptions to planned delivery schedules. Work with factories and import brokers to issue ISF documentation for new import orders and First Sale / Assist invoices for arriving import orders. Provide receiving warehouses import documentation including ASNs ahead of import arrivals.
• Resolve invoicing and inventory issues (i.e., discrepancies, variances) by working cooperatively with other internal departments including Finance, Accounting, IT and Sales Dept and external customers. Work with customers and IT depatment to resolve any EDI issues.
• Process and issue accurate customer credits for return of aged / damaged product and ensure the timely issuing of customer tax stamp affidavits.

Qualifications & Skills:

• BA/BS degree required.
• 1-3 years experience of working in Customer Service.
• Experience in FMCG is highly desirable, candidates from similar fast-paced consumer markets will also be considered.
• Proficiency in Office package is required (MS Excel, MS Word etc).
• Strong problem-solving skills and the ability to manage challenging situations with tact and diplomacy.
• Attention to detail and accuracy in handling customer data and transactions.
• A willingness to learn and adapt in a fast-paced, dynamic environment.
• Demonstrated ability to work independently as well as collaboratively within a team.

Our benefits

• Annual Performance-based bonus.
• Employee Stock Purchase Plan. 
• Personal development.
• Medical/Dental & Vision plan for employee & family members.
• Life insurance.
• Mtaching 401 (K)
• Paid Time Off (PTO)
• Paid Family Leave up to 20. 
• Short Term & Long term disability.
• Education/Tuition Assistance.
• Flexible dress code.
• Snacks & Drinks.
• Office Parties.
• Volunteering Activities.
• Employee Assitande Program - Councelling for employees & family members.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.