Customer Support Specialist

Disclaimer: Please note if you are selected to have an interview with Thermacell you will receive an email from our applicant tracking system Paylocity () or an email from a domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure please contact

THE COMPANY

Thermacell Repellents Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects. Founded in 1999 and based outside of Boston in Bedford Massachusetts Thermacell makes the worlds leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays scents or chemicals on your skin.

Dedicated to delivering the best consumer experience we have an everexpanding product line for both adventure and home use. We aim to change the way people repel insects through our awardwinning science backed products disruptive innovation and expanding distribution across multiple retail & ecomm channels in over 30 countries across the globe.

Thermacell currently employs 125 full time employees at our 3 locations: Bedford Massachusetts (Corporate HQ) Buford Georgia (Manufacturing & Distribution) and Hampton Florida (Science & Research Center).

ROLE PURPOSE:

The Customer Support Specialist is responsible from the point of receiving customer orders through shipping them from the Distribution Center. Basic OFS responsibilities include reviewing and processing incoming orders verifying pricing and terms in NetSuite releasing orders to the DC for shipping and ensuring proper routing and ASN submissions on orders which require those activities. This position is also responsible for troubleshooting orders with errors or missing/incorrect information setting up customer support processes for new customers / items and backing up both the Finance and Sales departments in specific tasks.

STATUS: Exempt

WORKING HOURS: 7:00am3:30pm (some OT during Peak Season)

WORK LOCATION: 3157 Buford Highway Buford GA 30518

Please note: Immigration Sponsorship is not available for this role.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Review Individual Customer requirements and ensure these requirements are correct
• Enter manual orders directly into NetSuite.
• Review EDI orders prior to release.
• Verify pricing on orders to ensure that it matches the approved customer pricing in NetSuite.
• Backorder and cut items from orders when necessary ensuring compliance with customer requirements.
• Allocate inventory and release orders to the DC (first time and backorders)
• Ensure that orders are released correctly to the DC.
• Maintenance of all orders to ensure orders have been released in timely manner.
• B2B Orders
• Ecomm Orders
• Third Party Fulfillment Orders
• Efficient followup with sales teams (internal and/or external) to properly resolve any order issues. Always keeping in mind the physical timesensitiveness.
• Daily maintenance of orders to ensure they will ship on time & have shipped on time.
• Working with warehouse shipping office to highlight any important upcoming orders / size heavy labeling etc.
• Ensure customerspecific routing and ASN processes are executedeither internally or at the DC (per customerspecific SOP)accessing and using customer portals.
• Process credit card/payment terms for invoices as appropriate.
• Interface with internal departments to ensure orders are filled complete and in timely manner.
• Work with 3rd party warehouses to ship TRI DC orders as needed.
• Generate & print UCC labels
• Complete customerspecific shipment routing in compliance.
• Will be assigned major accounts but will know requirements & processes to cover all accounts & to support the team. Would cover each other if anyone is out.
• Assist Canadian customer support team when necessary
• Assist warehouse team when necessary: Generating shipping labels etc.

Reporting and Admin

• Issue daily reports on customer support performance.
• Review daily reports from warehouse on performance and highlight any concerns or trends to the Customer Service Manager.
• Monitor and communicate with supply chain and sales on cuts and backorders.
• Provide guidance and assistance to the DC in resolving any questions on orders or customer requirements.
• Write and implement new customerspecific SOPs.
• Setup new customer EDI integration.
• Help train temporary staff during busy season and answer questions / support as needed.
• Review customer scorecards and suggest improvements to customer support process.
• Realtime implementation of needed changes in ship date and/or delivery date based on customer scorecard and/or weekly customer metrics.
• Participate in strategic account teams to help improve service and grow the business (Walmart and/or Amazon)

THE IDEAL CANDIDATE:

• Lives our core values of Drive Ownership Integrity Teamwork and Evolution
• Authentic and personable humble smart
• Relentless work ethic juiced by results not titles or activities
• Externally competitive internally collaborative
• Highly resourceful. Handson and practical
• Chooses curiosity and a commitment to learning over being right
• Radically candid always with positive intention
• Motivated by challenge resilient in the face of setbacks or adversity
• Able to critically think and navigate within a variety of ambiguous situations
• Even keeled energy brings calm to chaos low drama
• Make impeccable agreements delivers end to end results with excellence
• Makes high quality databased decisions with autonomy
• Unquenchable thirst for learning and selfimprovement
• Effective communicator meeting people where they are
• Manages multiple complex and competing priorities

COMPENSATION

Compensation for this position will include a competitive base salary and a Quarterly and Annual Target Bonus details provided separately. Benefits for this position will consist of vacation benefits at a competitive level along with 9 paid holidays 2 Floating Holidays and a day off for your Birthday! Additionally a company shutdown period is offered for one week between Christmas and New Years Day.

We are proud to offer a competitive & valuable benefits package that enables you to protect your health your family and your way of life. It includes bestinclass medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Shortterm Disability & Group Term Life insurance (onetime base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment.

Additionally you will have access to a variety of additional benefits such as vision supplemental life critical illness Medical FSA (Flexible Spending Account) Dependent Care FSA accident SecureSave savings account EAP (Employee Assistance Program) product benefit wellness benefit and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide.

You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to 4% (base salary overtime wages subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service.

WHY WORK HERE

We are proud of our company culture its the fuel behind our dynamic and buzzing community! Our people are authentic competitive and compassionate. Its truly a unique formula for success.

We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier.

OUR CORE VALUES:

• Drive An optimistic cando spirit a passion to delight our consumer a belief in the importance of determination and the freedom to make a difference.
• Ownership We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results.
• Integrity We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions.
• Teamwork The belief that we is greater than me and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together.
• Evolution We are committed to continuous improvement always learning growing and adapting to constant change. We seek progress over perfection.

OUR COMMITMENT: Thermacell is committed to preserving a culture of diversity inclusion and belonging. The collective sum of our individual differences knowledge life experiences and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our daytoday work environment. We are proud to be an equalopportunity employer. We do not discriminate on the basis of race color religion citizenship national origin sex (including pregnancy) sexual orientation gender identity or expression age physical or mental disability veteran status marital status genetic information or any other characteristic protected by state federal or local law.

OUR AWARDS: Popular Mechanics Grand Award Winner Recreation Best of Whats New 2018 New York Times Wirecutter The Best Mosquito Control Gear for Your Patio or Yard Outside Magazine Best Car Camping Gear 2018 Backpacker Magazine Best Backpacking Accessory 2019 Field & Stream Best of the Best Award Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent LIV Smart Mosquito Repellent System CES TWICE AwardsCanadian Tire Digital Excellence Award CES New Tech Award IDEA Good Design Award Good Housekeeping Home Products Award This Old House Editors Choice Time Magazine Best Inventions 2022 Outside Gear Guide Editors Choice 2022 NYT Wirecutter pick for The Best Mosquito Control Gear for your Patio or Yard 2023 CNN Underscored Editors Pick 2024 Great Place to Work Award 2025

• 2 years of Customer Service Experience
• Associates degree preferred but not required
• Customer Support/order processing in a B2B business
• Preference given to candidates with experience in NetSuite EDI order transactions and/or managing orders in customer portals
• Direct communication with customers and a warehouse/distribution center.