Description

Customer Service Representative - PART TIME Thursday, Friday and Sunday from 4:30 P.M.-12:30 A.M. EST. (Maryland Residents Only)

The Company

J.J. McDonnell was founded in 1945 and was originally located in the downtown Baltimore Seafood Market. In 1984, J.J. McDonnell relocated its operations to the Maryland Seafood Market in Jessup, Maryland. In October of 2016 J.J. McDonnell moved into a larger facility in Elkridge, Maryland, where we currently reside. J.J. McDonnell has established a market leadership position in Maryland, Washington D.C, and Northern Virginia as a provider of high-quality seafood products and services.

Over the years, the product focus has transitioned from predominately fresh fish to a healthy mix of fresh and frozen seafood. We cater to a wide range of customers, from Retail to Bar & Grill, Sushi to American Steakhouse, or from small ‘Mom and Pop’ stores to a large National Chain.

J.J. McDonnell prides itself on being a company that offers more than just a product. We offer our customers a wealth of knowledge, information and education about the seafood industry and the products our customers are buying and serving. It is our pleasure and purpose to provide seafood products, services, and support that will enable our customers to enhance their own business.

The Opportunity

The Customer Service Representative is responsible for delivering exceptional service to both Foodservice and National Retail customers through accurate order processing, product allocation, inventory updates, and proactive communication. This role blends customer service, sales support, and data entry functions to ensure efficient operations and customer satisfaction.

This position requires proficiency in ERP systems (SeaSoft preferred), the Cut & Dry application, working in customer portals and Microsoft Office, along with the ability to manage multiple priorities in a fast-paced environment. This is a remote part time position, required to work Thursday, Friday and Sunday from 4:00 P.M.-12:30 A.M. EST. Must be able to commute to Elkridge, MD facility for in person training and as needed.

Responsibilities

The Customer Service Representative duties include:

Order Management & Allocation

• Process customer orders from entry to delivery, ensuring accuracy and timeliness.
• Allocate products based on specifications, availability, and fairness across accounts.
• Verify and update customer order guides, pricing, and cost changes.
• Recommend and process product substitutions when necessary.

Customer Service & Relationship Management

• Handle inbound/outbound calls, emails, and walk-in customer interactions professionally.
• Address inquiries, complaints, and special requests promptly.
• Maintain accurate and organized customer records.
• Proactively promotes additional products to existing customers.

Data Entry & Reporting

• Accurately enter and verify orders, adjustments, and credits in SeaSoft and customer ERP systems.
• Maintain current pricing lists and promotional details.
• Generate reports on active orders, shortages, inventory status, and sales trends.
• Complete high-volume data entry projects as assigned.

Cross-Functional Collaboration

• Coordinate with transportation and operations to ensure timely deliveries.
• Collaborate with warehouse and inventory teams for allocation decisions.
• Participate in cross-training across sales, retail, and operations.

Technology & Systems

• Use Cut & Dry to manage orders and assist clients.
• Operate Microsoft Office Suite (Excel, Word, Outlook) efficiently.
• Learn and adapt to new software tools quickly.

Sample Daily & Weekly Tasks

• Check route departure sheets for late trucks and notify the appropriate teams.
• Contact accounts running more than 30 minutes behind schedule.
• Send out-of-stock notifications to customers and internal teams by 7:00 AM.
• Record out-of-stock items for DSD and RSC with reasons for shortages.
• Review Receiving Reports and follow up on missing items.
• Update availability sheets, check RSC codes, and adjust inventory status multiple times daily.
• Process specialty orders (e.g., catfish) including label printing and production coordination.
• Compose and distribute picking sheets to warehouse teams.
• Update purchase orders and pricing in ERP systems.
• Invoice accounts and create advanced shipping notices (ASNs).
• Upload and maintain pricing in VIP or related systems.
• Scan and upload order sheets for internal tracking.
• Enter product weights for accuracy in order fulfillment.
• Generate and send account-specific reports (e.g., i