Customer & Business Support Representative
The Representative, Customer & Business Support role provides exceptional service and support to customers, vendors, and the Retail Sales Merchandising (RSM) field team. This role is responsible for resolving NetSuite support tickets, responding to customer inquiries, performing administrative and data entry tasks, and collaborating across departments to ensure timely, accurate, and professional support. Success in this role requires strong communication, organization, and strong critical thinking skills, with a commitment to delivering a positive experience for both internal and external customers.
Essential Duties & Responsibilities
- Respond to and resolve field team and customer inquiries via phone, email, and other communication channels in a timely and professional manner
- Provide accurate information and support related to company programs, processes, and field operations
- Perform general administrative tasks - including record maintenance and directing calls and emails to the appropriate departments
- Process and maintain data entry within company systems, including order information and related documentation
- Navigate multiple systems and applications to research, troubleshoot, and resolve customer and employee requests.
- Follow established safety practices to maintain a safe work environment
- Comply with all company policies, procedures, and quality standards
- Assist with special projects and perform other duties assigned by supervisor
Knowledge, Skills, and Abilities
- Clear, professional communicator, verbal and written, comfortable interacting with customers, peers, and management alike
- Strong problem-solving and analytical skills, with the ability to diagnose issues quickly and find solutions that work for both the customer and the business
- Skilled at managing multiple customer requests simultaneously while keeping priorities straight under pressure
- Self-motivated and proactive- identifies and resolves issues before they escalate
- Strong interpersonal and customer service skills with a commitment to building positive relationships.
- Detail-oriented, with a strong record of accuracy in documentation and follow-through
- Ability to work effectively both independently and collaboratively in a team environment.
Experience and Credentials
- High School Diploma required
- Associate’s or bachelor’s degree preferred
- Minimum one year’s customer service and/or administrative experience required
- Retail experience preferred
- Proficient in Microsoft 365 (Word, Excel, Outlook) with the ability to quickly learn and adapt to new software and customer service platforms
- Experience with NetSuite or similar CRM/ERP systems a plus or ability to be trained
Physical & Work Environment Requirements
- Ability to work prolonged periods sitting at a desk while working on a computer
- Ability to travel occasionally for meetings, training, or customer engagements
- Ability to communicate effectively in person, by phone, and via digital communication platforms
Skills Required
- Minimum of 6 months in role with Jacent
- Must be in good standing with no current performance improvement plans
- High School Diploma
- One year customer service and/or administrative experience minimum
- Strong computer skills including proficiency with Microsoft Word, Excel, Outlook, Teams, and web browsers
- Ability to travel occasionally for meetings, trainings, or customer engagements
- Associates or bachelor's degree
- Retail experience
- Prior experience with NetSuite
Jacent Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Jacent and has not been reviewed or approved by Jacent.
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Retirement Support — A 401(k) plan with company match is available to eligible full‑time employees. This indicates tangible retirement support within the standard package for those roles.
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Wellbeing & Lifestyle Benefits — An Employee Assistance Program is offered, and some roles include mileage, travel‑time, and cell‑phone reimbursement alongside paid training. These provisions provide practical, day‑to‑day support.
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Leave & Time Off Breadth — Full‑time postings describe paid time off, holidays, and personal days as part of the package. These time‑off elements reflect a conventional baseline for eligible positions.
Jacent Insights
What We Do
We Make Retail Easier. Jacent creates and procures shopper-inspired products, delivers legendary merchandising service and drives stellar results for our customers. Product Development & Procurement: We create, source and distribute more than 3,500 impulse products directly to 14,000 retail stores as well as sell via wholesale and online channels across the US, Canada, and Puerto Rico. Vertically Integrated Solution: We handle it all from product development to in-store management. We solve problems. Armed with customer-specific strategic merchandising plans, our merchandising team places the products in store and then manages the re-ordering and re-stocking to drive your sales. Legendary Merchandising Service: In addition to our vertically integrated impulse business, our merchandising team also offers retail insights and services, such as merchandising of clients’ products, audits and more to help stores run at peak efficiency.
Why Work With Us
At Jacent, our people are what makes us special and makes us the #1 impulse merchandising company in North America. We are looking for individuals that align with our culture pillars of We Always Play Offense, We Are Solutions Oriented, We Deliver Legendary Service, We Act With Integrity And Courage, and We Are Stronger Together.
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