Customer Fulfillment Representative

As a Customer Fulfillment Representative, you will play a critical role in supporting BIC’s end-to-end customer fulfillment process. This position provides back-end operational support for key and unassigned customer accounts, helping ensure customer orders are accurately processed, fulfilled, and delivered efficiently.

You will work closely with Customer Care, Sales, Supply & Demand Planning, Distribution, Credit, Pricing, EDI/IT, and other internal partners to resolve order and fulfillment issues, maintain accurate customer and product information, and support a consistent customer experience. Success in this role requires strong attention to detail, problem-solving skills, organization, and the ability to manage multiple priorities in a fast-paced environment.

What You'll Do:

• Manage customer orders and fulfillment: Process and maintain customer orders in JDE and related systems, monitor order status, identify exceptions, and coordinate resolution of fulfillment issues.
• Maintain customer and master data: Ensure customer, product, pricing, shipping, billing, and fulfillment information is accurate and up to date across applicable systems.
• Support pricing and customer transactions: Process approved manual orders, no-charge orders, promotional transactions, and other customer-specific requirements while following established policies and approval processes.
• Monitor and resolve issues: Review order, shipment, EDI, pricing, and invoice information to identify discrepancies, investigate issues, track resolution, and escalate matters when appropriate.
• Support reporting and continuous improvement: Assist with fulfillment reporting, scorecards, system testing, process improvements, documentation, and cross-training initiatives.
• Partner across the organization: Collaborate with Customer Care, Supply Chain, Sales, Distribution, Credit, Pricing, IT, and other teams to keep customer orders moving through the order-to-cash process.
• Support business continuity: Build knowledge across fulfillment processes, share expertise with team members, and support onboarding and training as needed.

What You'll Need:

• College or university degree preferred; equivalent relevant experience may be considered.
• 1-3 years of experience in Customer Service, Customer Fulfillment, Order Management, Supply Chain, or a similar operational environment preferred.
• Experience with order management, ERP systems, EDI, customer master data, or other transactional processes preferred.
• Strong attention to detail and commitment to accuracy.
• Excellent organizational and prioritization skills with the ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical skills with the ability to identify discrepancies and determine appropriate next steps.
• Ability to work independently while knowing when to seek guidance or escalate an issue.
• Strong written and verbal communication skills.
• Collaborative, customer-focused mindset with the ability to work effectively across functions.
• Ability to thrive in a high-volume, fast-paced environment and adapt to changing customer and business needs.
• Ability and willingness to learn new systems, processes, and customer requirements.
• Proficiency with Microsoft Office; experience with JDE, EDI, customer portals, or similar order-management systems is a plus.

What Success Looks Like:

Success in this role means customers’ orders move accurately and efficiently through the fulfillment process. You will be successful when you:

• Consistently process orders and transactions accurately and within established timelines.
• Maintain reliable customer, product, pricing, and fulfillment data.
• Identify and resolve issues before they create downstream customer, financial, or service impacts.
• Effectively manage competing priorities while maintaining a high level of accuracy.
• Build strong partnerships across Customer Care, Supply Chain, Sales, Distribution, Credit, Pricing, and IT.
• Recognize recurring issues and contribute ideas that improve processes, efficiency, and the customer experience.
• Know when to independently resolve an issue and when to appropriately escalate more complex or non-standard situations.
• Contribute to a flexible, knowledgeable, and resilient Customer Excellence team through cross-training, knowledge sharing, and continuous improvement.

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BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.