Distribution Customer Service Specialist (48515)

RitterTech, an MCE Company, is hiring a Warehousing & Logistics Customer Service Specialist to manage customer orders from release through delivery. The role coordinates shipments, pick tickets, light assembly, carrier logistics, 3PL inventory, returns, and warehouse help desk issues while keeping customers informed.

Responsibilities:

• Enter, change, and confirm sales orders in P21 accurately and same day, from phone, email, EDI, and customer portals
• Check stock, allocations, and lead times before committing ship dates
• Schedule outbound shipments, select carriers and freight terms (LTL, parcel, will-call, drop-ship), and book expedites when needed
• Track shipments and give customers proactive updates on delays, partials, and delivery exceptions
• Manage backorders and open orders: follow up on aging lines and keep promise dates current
• Generate, release, and prioritize pick tickets in P21 based on ship dates, carrier cutoffs, and hot orders
• Monitor open and unconfirmed pick tickets daily; resolve holds, shortages, and bin discrepancies with the warehouse
• Reprint, edit, or cancel pick tickets when orders change so the floor always works from current paperwork
• Confirm shipments in P21 and ensure tracking, packing lists, and invoices go out correctly
• Create and track assembly and kitting orders tied to customer sales orders
• Confirm component availability before release and flag shortages to purchasing
• Communicate assembly priorities and due dates to the assembly team; update customers on completion timelines
• Close completed assemblies in P21 so finished goods are available to ship
• Maintain carrier accounts, ship-via codes, service levels, and freight terms in P21 and shipping software
• Onboard new carriers: collect insurance certificates, W-9s, and rate agreements
• Compare LTL, parcel, and expedited options to select the most cost-effective method
• Schedule pickups, manage carrier cutoffs, and coordinate dock appointments
• Audit freight invoices against quoted rates and resolve billing discrepancies
• Manage customer-specific shipping requirements: third-party billing, collect accounts, routing guides, and special labeling
• Monitor inventory levels at third-party logistics (3PL) warehouses daily against Distribution Center demand, open orders, and replenishment targets
• Reconcile 3PL inventory reports with P21 on-hand quantities and resolve variances
• Plan and create transfers from 3PL locations to the Distribution Center so stock arrives before it is needed
• Flag excess, slow-moving, or short stock at 3PL locations and recommend rebalancing to reduce costs
• Process RMAs, credits, and replacements according to company policy
• File and follow up on freight claims for damaged or lost shipments
• Investigate shipping errors and short shipments, document root cause, and escalate with a recommended fix
• Monitor the warehouse help desk queue in Freshservice; triage, categorize, and assign incoming tickets
• Update tickets with status, notes, and resolution; close within agreed response and resolution targets
• Run and work open-order, backorder, past-due, and open pick ticket reports in P21
• Spot recurring issues and help write or update SOPs and help desk knowledge base articles

Requirements:

• 2 or more years of experience in customer service, inside sales, or order entry -- preferably in wholesale distribution
• Experience entering and managing orders in an ERP system
• Working knowledge of Microsoft Outlook and Excel (filters, sorting, basic formulas)
• Strong data-entry accuracy suited to high-volume order work
• Clear, professional communicator by phone and in writing -- including with frustrated customers
• High school diploma or GED
• Hands-on experience with Epicor Prophet 21 (P21) -- a strong advantage in this role
• Background in industrial automation, electrical, or MRO product lines
• Familiarity with EDI orders, vendor-managed inventory (VMI) programs, or drop-ship processes
• Bilingual in English and Spanish
• Associate's or bachelor's degree in business, supply chain, or a related field