Key Accounts Customer Service Rep (Consumer)

Summary

We are seeking a detail-oriented and customer-focused professional with Walmart Retail Link account experience to join our team. Working under minimal supervision, this role is responsible for delivering exceptional customer service and managing strong relationships with Sales, Customers, and internal Pelican departments. The position involves full-cycle account management, including EDI order processing, order entry, and tracking through to shipment. The ideal candidate will proactively communicate order status updates and ensure the accurate flow of shipping and invoicing information to support a seamless customer experience.

Primary Duties And Responsibilities

• Accurately and efficiently process all EDI purchase orders; proactively monitor Walmart Retail Link/TruCommerce/EDI systems to ensure all POs are received and accounted for.
• Generate and review Open Order Reports to verify item availability and track order status to ensure on-time shipments.
• Maintain and update the customer cross-reference table and item setups, including uploading into Walmart Retail Link as needed.
• Enter Return Merchandise Authorizations (RMAs) and coordinate with Finance for credit memo and pre-deduction requests.
• Serve as the primary internal point of contact for the custom order process, escalating issues to management as needed.
• Provide real-time updates to Sales and Customers regarding the status of their purchase orders.
• Possess and maintain strong knowledge of all standard Pelican products to support customer inquiries and order accuracy.
• Respond to incoming phone calls and emails promptly and professionally, ensuring excellent customer service.
• Collaborate with the Senior Customer Service Analyst/Compliance team to prevent chargebacks and ensure compliance with customer requirements.
• Monitor Walmart Retail Link regularly for updates (e.g., address changes, packaging updates) and communicate changes to relevant internal departments.
• Handle and document customer complaints using Salesforce; coordinate with internal departments and Sales to ensure timely and satisfactory resolution.
• Assist in resolving credit and debit issues, including data entry of memos and pre-deductions. Log support tickets, leads, compliments, and complaints into CRM for quality tracking.
• Create and maintain accurate customer master data, including ship-to locations, routing guides, payment terms, and cross-reference details.
• Provide training to team members using established training materials and Standard Work Instructions, when applicable.
• Offer additional support to the broader Customer Service team as business needs require.
• Actively support Pelican’s Quality and Safety objectives by participating in the Quality Management and Safety Management Systems.
• Adhere to all Company policies, procedures, and safety guidelines as outlined in the Employee Handbook and applicable agreements.
• Perform other duties and special projects as assigned.
  
  

Job Requirements

• Minimum of 3 years of experience in a customer service environment or fast-paced office
• Walmart Retail Link, Trucommerce and EDI Systems experience
• Exceptional written, verbal, and presentation skills.
• Highly detail-oriented with strong customer service, organizational, and follow-up abilities.
• Proficient in Microsoft Word, Excel, and other relevant software.
  
  

Preferred Qualifications

• Associate degree in Business or a related field.
• Bilingual proficiency is a plus.
  
  

Additional Information

• Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be flexible regarding working hours and overtime.
• Must be able to travel occasionally as needed.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
  
  

Physical Requirements And Working Conditions

• While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
• While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
• Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 10 pounds.
  
  

Compensation & Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.

Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.