Customer Service Representative - PART TIME Thursday, Friday and Sunday from 4:30 P.M.-12:30 A.M. EST. (Maryland Residents Only)

The Company

J.J. McDonnell was founded in 1945 and was originally located in the downtown Baltimore Seafood Market. In 1984, J.J. McDonnell relocated its operations to the Maryland Seafood Market in Jessup, Maryland. In October of 2016 J.J. McDonnell moved into a larger facility in Elkridge, Maryland, where we currently reside. J.J. McDonnell has established a market leadership position in Maryland, Washington D.C, and Northern Virginia as a provider of high-quality seafood products and services.

Over the years, the product focus has transitioned from predominately fresh fish to a healthy mix of fresh and frozen seafood. We cater to a wide range of customers, from Retail to Bar & Grill, Sushi to American Steakhouse, or from small ‘Mom and Pop’ stores to a large National Chain.

J.J. McDonnell prides itself on being a company that offers more than just a product. We offer our customers a wealth of knowledge, information and education about the seafood industry and the products our customers are buying and serving. It is our pleasure and purpose to provide seafood products, services, and support that will enable our customers to enhance their own business.

The Opportunity

The Customer Service Representative is responsible for delivering exceptional service to both Foodservice and National Retail customers through accurate order processing, product allocation, inventory updates, and proactive communication. This role blends customer service, sales support, and data entry functions to ensure efficient operations and customer satisfaction.

This position requires proficiency in ERP systems (SeaSoft preferred), the Cut & Dry application, working in customer portals and Microsoft Office, along with the ability to manage multiple priorities in a fast-paced environment. This is a remote part time position, required to work Thursday, Friday and Sunday from 4:00 P.M.-12:30 A.M. EST. Must be able to commute to Elkridge, MD facility for in person training and as needed.

Responsibilities

The Customer Service Representative duties include:

Order Management & Allocation

• Process customer orders from entry to delivery, ensuring accuracy and timeliness.
• Allocate products based on specifications, availability, and fairness across accounts.
• Verify and update customer order guides, pricing, and cost changes.
• Recommend and process product substitutions when necessary.

Customer Service & Relationship Management

• Handle inbound/outbound calls, emails, and walk-in customer interactions professionally.
• Address inquiries, complaints, and special requests promptly.
• Maintain accurate and organized customer records.
• Proactively promotes additional products to existing customers.

Data Entry & Reporting

• Accurately enter and verify orders, adjustments, and credits in SeaSoft and customer ERP systems.
• Maintain current pricing lists and promotional details.
• Generate reports on active orders, shortages, inventory status, and sales trends.
• Complete high-volume data entry projects as assigned.

Cross-Functional Collaboration

• Coordinate with transportation and operations to ensure timely deliveries.
• Collaborate with warehouse and inventory teams for allocation decisions.
• Participate in cross-training across sales, retail, and operations.

Technology & Systems

• Use Cut & Dry to manage orders and assist clients.
• Operate Microsoft Office Suite (Excel, Word, Outlook) efficiently.
• Learn and adapt to new software tools quickly.

Sample Daily & Weekly Tasks

• Check route departure sheets for late trucks and notify the appropriate teams.
• Contact accounts running more than 30 minutes behind schedule.
• Send out-of-stock notifications to customers and internal teams by 7:00 AM.
• Record out-of-stock items for DSD and RSC with reasons for shortages.
• Review Receiving Reports and follow up on missing items.
• Update availability sheets, check RSC codes, and adjust inventory status multiple times daily.
• Process specialty orders (e.g., catfish) including label printing and production coordination.
• Compose and distribute picking sheets to warehouse teams.
• Update purchase orders and pricing in ERP systems.
• Invoice accounts and create advanced shipping notices (ASNs).
• Upload and maintain pricing in VIP or related systems.
• Scan and upload order sheets for internal tracking.
• Enter product weights for accuracy in order fulfillment.
• Generate and send account-specific reports (e.g., inventory, sales, shortages).
• Batch invoice completed orders and send invoices to customers.
• Communication (shift change) huddles.

Reporting Relationship

The Customer Service Representative will report to the Customer Service Manager.

Education and Certifications

High School Diploma or GED required; Associate or Bachelor’s degree preferred.

Skills, Knowledge, and Experience

• 3–5 years of experience in customer service, sales support, or order fulfillment—preferably in seafood, food distribution, or logistics.
• ERP system experience (SeaSoft preferred).
• Working knowledge of Microsoft Office Suite (Excel, Word, Outlook).
• Excellent verbal and written communications skills.
• Bilingual in English/Spanish a plus.
• High accuracy in data entry and order verification.
• Strong verbal and written communication skills.
• Able to prioritize and manage multiple tasks while maintaining attention to detail and time sensitivity.
• Able to manage a large volume of detailed work with accuracy.
• Strong analytical, problem-solving, and organizational skills.
• Team-oriented with strong collaboration skills.
• Ability to work collaboratively with cross-functional teams.

Benefits:

Part Time Employees - are eligible for the following benefits through J.J. McDonnell:

401(k) plan

Other employee perks

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position is primarily sedentary and performed in a home-office environment. The physical demands include:

• Prolonged periods of sitting while working at a computer for most of the shift.
• Frequent use of hands and fingers to type, navigate ERP systems, and handle high-volume data entry.
• Regular use of a telephone and headset for inbound and outbound customer communication.
• Ability to focus on detailed work for extended periods, including reviewing reports, entering orders, and verifying information.
• Occasional light lifting of up to 10 pounds (such as moving a laptop, files, or office equipment within the home workspace). The employee must maintain a work environment that supports comfort, safety, and ergonomics while performing repetitive motions and computer-based tasks throughout the scheduled shift.

Work Environment

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is 100% remote for Maryland residents as the position will require in person onboarding, training and as needed commute to our facility in Elkridge, MD. This position will require a dedicated, quiet workspace free from interruptions. The Customer Service Representative will spend the majority of their shift working on a computer, managing orders, communicating with customers, and coordinating with internal teams via phone, email, and messaging platforms. Reliable high-speed internet is required to ensure seamless access to ERP systems (SeaSoft, Cut & Dry, customer portals), internal communication tools, and shared files.

The role operates during non-traditional hours — Thursday, Friday, and Sunday from 4:00 PM to 12:30 AM — and requires the employee to maintain consistent availability, professionalism, and responsiveness throughout the shift. The environment demands focus, accuracy, and the ability to handle high-volume tasks in a fast-paced setting while collaborating with teams working on-site.

The remote work environment must support:

• Confidential handling of customer and company information
• Clear and professional communication without background noise
• Reliable phone and computer access
• The ability to work independently with minimal supervision

Equal Opportunity Employer

J.J. McDonnell is committed to providing a diverse workforce experience. We are an equal opportunity employer, and all applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, veteran, or disability status. Employment decisions are based on qualifications, merits, and business needs.

This position is a part time with the potential to become a full time position. Thursday, Friday and Sunday, 4pm-12:30am.