Customer Service Representative

GRANDPA JOES CANDY SHOP; Pittsburgh (Allegheny County); On-site; USD 36,000 - 48,000; Full time

Job summary

Grandpa Joe's Candy Shop seeks a friendly Customer Service Representative to support our growing wholesale business and national distribution to 19,000 retailers.

You will handle orders, product questions, shipping concerns, and coordinate with warehouse and sales. On-site at our Robinson Township, PA facility.

Qualifications

• Previous customer service or order-entry experience preferred.
• Strong written and verbal communication skills.
• Excellent organization and attention to detail.
• Able to manage multiple requests and deadlines.
• Experience with Shopify or wholesale platforms is helpful but not required.

Responsibilities

• Respond to customer inquiries by phone and email in a friendly and professional manner.
• Assist customers with placing orders, checking order status, and answering product questions.
• Enter and review customer orders accurately.
• Provide customers with product information, pricing, availability, and ordering requirements.
• Communicate with the warehouse, sales team, and other departments to resolve customer concerns.
• Handle order changes, shortages, damages, credits, and other service-related issues.
• Maintain accurate customer records and detailed account notes.
• Follow up with customers to ensure questions and concerns are resolved.
• Coordinate customer requests with the appropriate internal departments.
• Track customer projects and orders from the initial inquiry through delivery.
• Communicate timelines, updates, and required information clearly.
• Assist with additional customer service and administrative responsibilities as needed.

Skills

Customer service

Order-entry

Communication

Attention to detail

Multitasking

Tools

Shopify

Outlook

Order management systems

Job description

Grandpa Joe's Candy Shop is seeking a friendly, organized, and detail-oriented Customer Service Representative to support our fast-growing wholesale business, which offers national distribution of candy and soda to more than 19,000 independent retailers across the country.

This position will report to and work closely with our Director of Wholesale Operations and will serve as an important point of contact for our wholesale customers - assisting with orders, product questions, shipping concerns, account needs, and more while helping support the daily operations of our growing business.

This role also offers the opportunity to take on additional responsibilities and grow into other areas of the company over time.

Key Responsibilities

• Respond to customer inquiries by phone and email in a friendly and professional manner.
• Assist customers with placing orders, checking order status, and answering product questions.
• Enter and review customer orders accurately.
• Provide customers with product information, pricing, availability, and ordering requirements.
• Communicate with the warehouse, sales team, and other departments to resolve customer concerns.
• Handle order changes, shortages, damages, credits, and other service-related issues.
• Maintain accurate customer records and detailed account notes.
• Follow up with customers to ensure questions and concerns are resolved.
• Coordinate customer requests with the appropriate internal departments.
• Track customer projects and orders from the initial inquiry through delivery.
• Communicate timelines, updates, and required information clearly.
• Assist with additional customer service and administrative responsibilities as needed.

Qualifications

• Previous customer service, order-entry, administrative, or sales-support experience preferred.
• Strong written and verbal communication skills.
• Excellent organization and attention to detail.
• Ability to manage multiple customer requests and deadlines.
• Comfortable using email, order-management systems, and basic computer programs.
• Patient, professional, and solution-focused when handling customer concerns.
• Willing to learn about products, ordering procedures, and company systems.
• Able to work independently and communicate effectively with multiple departments.
• Experience with Shopify, Outlook, or wholesale ordering platforms is helpful but not required.

The Ideal Candidate

The ideal candidate enjoys helping customers, communicates clearly, and takes ownership of their work. They are adaptable, dependable, and comfortable working in a growing company where responsibilities may evolve over time.

We're looking for someone who follows through, communicates proactively, and helps make sure our wholesale customers have a dependable, positive experience from initial inquiry through delivery.

Why Join Us

• Opportunity for Growth: We're expanding our business and growing our team. As Grandpa Joe's continues to grow, there are opportunities to take on additional responsibilities and advance professionally.
• Make Your Mark: Your work matters. You'll have the opportunity to directly impact the experience of thousands of retailers carrying Grandpa Joe's products across the country.
• Be Part of a Thriving Team: Work closely with our wholesale, warehouse, sales, and support teams in a collaborative, fast-moving environment.
• Learn the Business: Gain hands-on experience with wholesale operations, customer accounts, order fulfillment, logistics, and a growing national distribution business.

Position Details

• Job Type: Full-time
• Schedule: Monday-Friday, 7:30 AM-4:00 PM
• Location: On-site at our National Operations, Support & Distribution Center in Robinson Township, PA

Grandpa Joe's is looking for someone who wants to grow with our company and help provide a dependable, positive experience for every customer.