Customer Support Specialist

Frontier Co-op; Norway Township (IA); On-site; USD 42,000 - 54,000; Full time

Job summary

Frontier Co-op is seeking a detail-oriented Customer Support Specialist to join our Sales Operations team in Iowa. You will be the primary contact for clients, ensuring their needs are met with accuracy, professionalism, and urgency while supporting sales processes and maintaining data integrity.

You will resolve inquiries, manage order processing and returns, and collaborate across departments to provide excellent service in a fast-paced environment.

Qualifications

• High school diploma or GED required; 1–6 months related experience preferred.
• Ability to read and comprehend moderately detailed instructions and write simple correspondence.
• Proficiency in Microsoft Office and order-entry systems such as M3.

Responsibilities

• Receive and process orders with high accuracy within deadlines.
• Process export orders in compliance with procedures.
• Resolve client inquiries promptly and accurately.
• Manage distributor sales email inbox and respond to inquiries.
• Collaborate with Distribution on shipment issues and with Finance on credits/ debits.

Skills

Attention to detail

Excellent communication

Prioritization

Teamwork

Organizational skills

Education

High school diploma or GED

Tools

Microsoft Office

Outlook

Teams

Excel

M3 order entry

Job description

We are seeking a detail-oriented Customer Support Specialist to join our Sales Operations team. In this role, you will serve as a key point of contact for our clients, ensuring their needs are met with accuracy, professionalism, and a sense of urgency. As part of a collaborative and fast-paced environment, you will play a vital role in supporting sales processes, resolving client inquiries, and maintaining data integrity. Your commitment to exceptional service, operational efficiency, and attention to detail will directly contribute to customer satisfaction and the overall success of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive and process case pack customer orders with a goal of 100 % accuracy within scheduled deadlines
• Receive and process export case pack customer orders, following all necessary procedures for export orders
• Resolve service and/or product requests promptly, effectively and accurately
• Manage distributor sales email inbox; responding to emails promptly and accurately
• Work with the Distribution department on order shipment issues
• Must be able to accurately and efficiently use EDI and vendor web portals to retrieve and process purchase orders, revisions, order acknowledgements, etc.
• Collaborate with Marketing and Field Sales to complete electronic forms for new item set up and maintenance as needed
• Maintain accurate and up to date training documentation on Amazon 1P order processes, suitable for a backup to use in the case of absence
• Maintain email management system within M3 for order acknowledgement, shipment notification, and invoicing
• Maintain customer account notes for Distribution and Order Entry
• Manage customer returns, overages, damages, and shorts, including creating return authorization numbers, call tags and freight pickups
• Work with Finance team and the Dispute Specialist to enter credit / debit requests
• Work with Finance and Deductions teams to resolve deduction questions and requests promptly, effectively, and accurately
• Receive and forward, to the appropriate contacts, customs documents for Canadian accounts as needed
• Investigate discrepancy reports

ADDITIONAL DUTIES AND RESPONSIBILITIES

• The ability to work from a remote location (home) in the event of inclement weather
• Work with other departments to provide the most efficient and accurate way of processing and shipping case pack customer orders
• Strives to reduce waste, recycle products whenever possible, and re-use resources when practical
• Works safely at all times, follows safety rules and policies and participates in scheduled training
• Reports injuries and near misses promptly and in required detailed format; proposes corrective action
• Other duties may be assigned

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and 1 to 6 months related experience; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend moderately detailed instructions, short correspondence, or memos. Ability to write simple correspondence. Ability to speak effectively in one-on-one and small group situations with a limited group of people.

QUANTITATIVE SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

OTHER SKILLS AND ABILITIES

• Working knowledge of Microsoft Office programs including Outlook, Teams, Word, and Excel programs and other business software.
• Hands on experience with M3 order entry.
• Detail oriented.
• Excellent communication skills.
• Ability to prioritize and work on multiple projects simultaneously.
• Ability to work within a team concept.
• Organizational skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and/or fingers to type, handle, or feel; talk or hear; and view a computer monitor or video display. This person occasionally helps with mailings, and may be responsible for lifting and carrying boxes, etc.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.