Customer & Business Support Representative
The Customer & Business Support Representative role serves as a vital point of contact for customers seeking assistance with inquiries, orders, and concerns related to Jacent’s products and services. This role involves handling incoming emails and calls, addressing customer needs, resolving issues and ensuring a positive customer experience. The Customer & Business Support representative also assists Jacent’s remote merchandising team, generates reports, performs data-entry and a variety of other office duties. The ideal candidate must possess exceptional communication skills and problem-solving abilities
Essential Duties & Responsibilities
· Respond to incoming customer emails or calls in a professional and courteous manner.
· Provide accurate and timely information regarding service, orders, pricing, products and more.
· Resolve employee issues, specifically for Jacent’s merchandisers, via phone and email.
· Handle customer complaints and feedback professionally and efficiently, aiming to turn negative experiences into positive ones.
· Navigate NetSuite and other customer support platforms to access relevant information and transaction history.
· Escalate complex or unresolved issues to appropriate teams or supervisors while maintaining ownership of the customer’s concern.
· Keep accurate records of inquiries and resolutions in NetSuite.
· Contribute to a positive team environment by fostering open communication and collaboration.
· Understand and demonstrate safe work practices at all times to ensure a safe work environment
· Comply with all company policies and procedures
· Complete special projects and other duties as assigned by your supervisor
Knowledge, Skills, and Abilities
· Service-oriented with a history of building excellent customer relationships
· Excellent verbal and written communication skills with an ability to work with all levels of staff and management
· Strong analytical problem-solving abilities
· Ability to multi-task and prioritize Innate curiosity and passion for continuous improvement
· Proactive and forward thinker
· Good interpersonal skills
· Attention to detail and accuracy in work
· Ability to work in a team environment as well as independently
Experience and Credentials
· Minimum of 6 months in role with Jacent a requirement
· Must be in good standing, with no current performance improvement plans in place
· High School Diploma required
· Associates or bachelor’s degree preferred
· One year customer service and/or administrative experience minimum
· Retail experience preferred
· Strong computer skills including proficiency with Microsoft Word, Excel, Outlook, Teams, and web-browsers
· Prior experience with NetSuite is a plus
Physical & Work Environment Requirements
· Prolonged periods of sitting at a desk and working on a computer.
· Ability to travel occasionally for meetings, trainings, or customer engagements.
· Must be able to communicate effectively in person, over the phone, and via digital 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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