Customer and Supply Chain Support Representative

Jacobi Group; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Jacobi Group is seeking a Customer and Supply Chain Support Representative in Columbus, OH to manage customer accounts from order inception to delivery, coordinating production, shipping, and quality for products. You will report to the Manager of Customer Experience and collaborate with sales, production, and logistics teams.

The role emphasizes building strong customer relationships, timely communication, and proactive issue resolution in a manufacturing environment.

Qualifications

• Minimum 3 years’ experience in account management, sales, or customer support.
• 0
• Experience in supply chain or distribution is a plus, but not required.
• Ability to build strong customer and peer relationships.
• Strong time management and communication skills.
• Proficient with Microsoft Office applications, especially Excel and Outlook.

Responsibilities

• Deliver high-level customer service to retain and grow sales.
• Provide customers with detailed information in challenging situations.
• Proactively resolve issues using analytical thinking and problem solving.
• Communicate orders, deliveries, invoicing, scheduling, and transport efficiently.
• Coordinate logistics of domestic orders and work with freight brokers and carriers.
• Process international direct-ship purchase orders and ensure timely shipment from overseas.
• Manage imports of container shipments including inland transport, scheduling, and customs coordination.
• Track ocean container shipments and update customers on status and delays.
• Communicate orders clearly to sales, production, quality, and finance teams.
• Perform tasks beyond normal duties when needed.
• Support sales staff as required.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Time management

Relationship building

Negotiation

Education

College degree preferred

Tools

Microsoft Excel

Outlook

Job description

The Customer and Supply Chain Support Representative (aka Customer Experience Liaison) is responsible for customer account management and coordinating activities for product delivery.The selected candidate will handle customer relations from purchase order inception to completion which includes production, delivery, and quality of product.The position is located in Columbus, OH and will report to the Manager of Customer Experience.

• Deliver a high level of customer service to ensure customer satisfaction in order to retain and increase sales.
• Provide customers with detail-oriented and efficient information in adverse situations.
• Proactively resolve customer issues by using analytical thinking and problem-solving.
• Deliver efficient & timely communication with all customers regarding deliveries, invoicing, scheduling, and transportation.
• Coordinate logistics of domestic customer orders and deliveries by establishing working relationships with freight brokers, obtaining multiple freight quotes, securing trucks to deliver orders, and preparing necessary shipment documentation.
• Process and coordinate international direct-ship customer purchase orders, ensuring order accuracy, proper documentation, and timely shipment execution from overseas suppliers to customers.
• Manage all aspects related to importing container shipments including but not limited to inland transportation, carrier scheduling, delivery appointments, and communication with suppliers, freight providers, customs brokers, and customers to ensure timely clearance and delivery.
• Track ocean container shipments through final delivery and proactively communicate shipment status, anticipated arrival dates, and potential delays or challenges to the customer and/or the Customer Experience team.
• Effectively communicate orders efficiently to internal personnel (sales, production, quality, and financial).
• Perform different tasks & responsibilities that may be outside the normal job description when needed.
• Support needs of sales staff as required.

Previous Work & Educational Requirements:

• Minimum 3 years’ experience in either account management sales or customer support jobs, ideally in a manufacturing environment.
• Prior experience in supply chain or distribution account management or in another supply chain-related capacity is a plus, but not required.
• Order entry and processing is preferred, but not required.
• Possess the ability to form strong customer and peer relationships.
• Flexibility to work in an ever-changing environment.
• Strong time management, customer service problem-solving, analytic and communication skills.
• Demonstrate ability to problem solve, negotiate, and develop key relationships with existing customers.
• Ability to pivot between orders in varying levels of completion.
• Proficiency in Microsoft Office applications, especially Excel and Outlook, and overall computer skills.
• College degree is preferred, but not required.
• Outstanding track record of verbal & written communications needed, along with references.