<h2><strong>Customer Service Agent - Phone </strong></h2> <p><strong>About Frontier</strong></p> <p>Frontier (<a href="https://www.hirefrontier.com">www.hirefrontier.com</a>) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.</p> <p>Think of us as your personal talent agent, and good luck with the application :)</p> <p><strong>About the Client</strong></p> <p><a href="http://www.myskylight.com/">Skylight</a> specializes in the production of digital photo frames. These frames are designed to display digital photos in a way that is easy to manage and share with family and friends. Skylight Frame's products typically feature high-resolution screens and can be connected to the internet, allowing users to send photos directly to the frame from their smartphones or computers.</p> <p>The unique value proposition of Skylight Frame is the convenience and simplicity it offers for sharing and displaying photos. Users can send new pictures to the frame through a dedicated app, email, or a web interface, making it easy for family members and friends to keep the frame updated with the latest memories.</p> <p><strong>About the Role</strong></p> <p>Skylight sells through direct and major retail channels, including Costco, Sam’s Club, BJ’s, Target, and Best Buy, and manages fulfillment through NetSuite and third-party warehouses. This role owns PO management and ERP entry,<br>ensuring order details, pricing, and delivery requirements are accurate so orders are processed efficiently and shipped on time. This role will be the gate before operational fulfillment.</p> <p><strong>Responsibilities</strong></p> <p>PO Management & ERP Entry</p> <ul> <li>Create and process sales orders accurately in NetSuite from retailer POs and internal sales agreements.</li> <li>Own the sales order approval workflow — review forecast, quantities, and pricing before release to fulfillment, maintaining organized records of purchase orders.</li> <li>Check and validate pricing on every order against contracted retailer pricing, promotions, and current price lists, flagging discrepancies before they ship.</li> </ul> <p>Order Execution & Follow-Through</p> <ul> <li>Manage change orders triggered by inventory shortfalls, allocation issues, or shifts the sales team didn't anticipate.</li> <li>Proactively communicate order changes and potential fulfillment issues to the sales coordinator, confirm revisions are implemented as intended, and align all stakeholders on next steps.</li> <li>Reconcile SPS Commerce with NetSuite weekly to ensure purchase orders, order details, and updates match across both systems, identifying and resolving discrepancies promptly.</li> </ul> <p>Sales/Forecast Tracking</p> <ul> <li>Track weekly sell-in and sell-through forecasts by retailer to monitor performance and identify trends.</li> <li>Partner with the sales coordinator to review and communicate significant week-over-week changes.</li> <li>Maintain the retail demand master with accurate sales data and update the promo tracker daily during key promotional periods.</li> </ul> <p>Business to Business</p> <ul> <li>Manage inbound B2B inquiries, responding to requests and providing pricing information.</li> <li>Create and process Shopify orders for approved B2B opportunities.</li> <li>Set up new customer accounts in Shopify as needed.</li> </ul> <p>Account Administration</p> <ul> <li>Maintain retailer-specific setup in NetSuite/Shopify (item mapping, pricing tiers, ship-to locations).</li> <li>Support new retailer/program onboarding and seasonal program setup (e.g., new SKU launches, promo pricing).</li> <li>Escalate any high priority issues to Team Leads</li> </ul> <p><strong>What Success Looks Like</strong></p> <ul> <li>Orders are entered and approved accurately and on time, with no pricing errors reaching fulfillment</li> <li> Inventory-driven change orders are caught and communicated before they become a retailer escalation</li> <li>Sales reps trust this role to handle sales and purchase order tracking so they can focus on selling</li> </ul> <p><strong>Job specific requirements</strong></p> <ul> <li>2–5+ years of experience in sales operations, order management, or retail account operations; CPG, consumer electronics, or similar industries preferred.</li> <li>Experience managing retailer POs from receipt through ERP entry, with hands-on experience in NetSuite (strongly preferred), retailer portals, and EDI.</li> <li>Exceptional attention to detail when managing pricing, SKUs, quantities, and delivery requirements, catching discrepancies before they impact fulfillment.</li> <li>Clear, proactive communication skills, including escalating issues and communicating delays, shortages, and order discrepancies to management.</li> </ul> <p>Systems: NetSuite, Alloy, Unify, SPS Commerce, Excel, POL (Target), CPFR (Best Buy)</p>