Thermacell Repellents, Inc.
Customer Support Specialist
Thermacell Repellents, Inc., Buford, Georgia, United States, 30518
Disclaimer:
Please note, if you are selected to have an interview with Thermacell, you will receive an email from our applicant tracking system Paylocity ( reply-to-sender@mail.paylocity.com ) or an email from a
Thermacell.net
domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure, please contact careers@thermacell.net .
THE COMPANY
Thermacell Repellents, Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects . Founded in 1999 and based outside of Boston in Bedford, Massachusetts, Thermacell makes the world's leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays, scents, or chemicals on your skin.
Dedicated to delivering the best consumer experience, we have an ever-expanding product line for both adventure and home use. We aim to change the way people repel insects, through our award-winning science backed products, disruptive innovation, and expanding distribution across multiple retail & e-comm channels in over 30 countries across the globe.
Thermacell currently employs 125+ full time employees at our 4 locations: Bedford Massachusetts (Corporate HQ), Buford Georgia (Manufacturing & Distribution), and Hampton Florida (Science & Research Center).
ROLE PURPOSE:
The Customer Support Specialist is responsible from the point of receiving customer orders through shipping them from the Distribution Center. Basic OFS responsibilities include reviewing and processing incoming orders, verifying pricing and terms in NetSuite, releasing orders to the DC for shipping, and ensuring proper routing and ASN submissions on orders which require those activities. This position is also responsible for trouble-shooting orders with errors or missing/incorrect information, setting up customer support processes for new customers / items, and backing up both the Finance and Sales departments in specific tasks.
STATUS:
Non-Exempt
WORKING HOURS:
6:30am-3:00pm (some OT during Peak Season)
WORK LOCATION : 3157 Buford Highway, Buford, GA 30518
Please note: Immigration Sponsorship is not available for this role.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Review Individual Customer requirements, and ensure these requirements are correct Enter manual orders directly into NetSuite. Review EDI orders prior to release. Verify pricing on orders to ensure that it matches the approved customer pricing in NetSuite. Backorder and cut items from orders when necessary, ensuring compliance with customer requirements. Allocate inventory and release orders to the DC (first time and backorders) Ensure that orders are released correctly to the DC. Maintenance of all orders to ensure orders have been released in timely manner. B2B Orders Ecomm Orders Third Party Fulfillment Orders Efficient follow-up with sales teams (internal and/or external) to properly resolve any order issues. Always keeping in mind the physical time-sensitiveness. Daily maintenance of orders to ensure they will ship on time & have shipped on time. Working with warehouse shipping office to highlight any important upcoming orders / size, heavy labeling, etc. Ensure customer-specific routing and ASN processes are executed-either internally or at the DC (per customer-specific SOP)-accessing and using customer portals. Process credit card/payment terms for invoices as appropriate. Interface with internal departments to ensure orders are filled complete and in timely manner. Work with 3rd party warehouses to ship TRI DC orders as needed. Generate & print UCC labels Complete customer-specific shipment routing in compliance. Will be assigned major accounts but will know requirements & processes to cover all accounts & to support the team. Would cover each other if anyone is out. Assist Canadian customer support team when necessary Assist warehouse team when necessary: Generating shipping labels, etc. Reporting and Admin
Issue daily reports on customer support performance. Review daily reports from warehouse on performance and highlight any concerns or trends to the Customer Service Manager. Monitor and communicate with supply chain and sales on cuts and backorders. Provide guidance and assistance to the DC in resolving any questions on orders or customer requirements. Write and implement new customer-specific SOPs. Set-up new customer EDI integration. Help train temporary staff during busy season, and answer questions / support as needed. Review customer scorecards and suggest improvements to customer support process. Real-time implementation of needed changes in ship date and/or delivery date based on customer scorecard and/or weekly customer metrics. Participate in strategic account teams to help improve service and grow the business (Walmart and/or Amazon) THE IDEAL CANDIDATE:
Lives our core values of Drive, Ownership, Integrity, Teamwork and Evolution Authentic and personable, humble, smart Relentless work ethic juiced by results, not titles or activities Externally competitive, internally collaborative Highly resourceful. Hands-on and practical Chooses curiosity and a commitment to learning over being right Radically candid - always with positive intention Motivated by challenge, resilient in the face of setbacks or adversity Able to critically think and navigate within a variety of ambiguous situations Even keeled energy, brings calm to chaos, low drama Make impeccable agreements, delivers end to end results with excellence Makes high quality data-based decisions with autonomy Unquenchable thirst for learning and self-improvement Effective communicator meeting people where they are Manages multiple, complex, and competing priorities COMPENSATION
Compensation for this position will include a competitive base salary and a
Quarterly and Annual Target Bonus
program-details provided separately. Benefits for this position will consist of
vacation benefits
at a competitive level, along with
9 paid holidays,
2 Floating Holidays
and a
day off for your Birthday ! Additionally, a
company shutdown period
is offered for one week between Christmas and New Year's Day where the majority of business operations pause and employees are encouraged to rest and recover together. Critical functions may require limited coverage to ensure business continuity.
We are proud to offer a competitive & valuable benefits package that enables you to protect your health, your family, and your way of life. It includes best-in-class medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Short-term Disability & Group Term Life insurance (one-time base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment.
Additionally, you will have access to a variety of additional benefits such as vision, supplemental life, critical illness, Medical FSA (Flexible Spending Account), Dependent Care FSA, accident, SecureSave savings account, EAP (Employee Assistance Program), product benefit, wellness benefit, and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide.
You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to
4%
(base salary + overtime wages - subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service.
WHY WORK HERE?
We are proud of our company culture - it's the fuel behind our dynamic and buzzing community! Our people are authentic, competitive and compassionate. It's truly a unique formula for success.
We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier.
OUR CORE VALUES:
Drive
- An optimistic can-do spirit, a passion to delight our consumer, a belief in the importance of determination and the freedom to make a difference. Ownership
- We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results. Integrity
- We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions. Teamwork
- The belief that we is greater than me, and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together. Evolution
- We are committed to continuous improvement, always learning, growing, and adapting to constant change. We seek progress over perfection. OUR COMMITMENT:
Thermacell is committed to preserving a culture of diversity, inclusion, and belonging. The collective sum of our individual differences, knowledge, life experiences, and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our day-to-day work environment. We are proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, citizenship, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, age, physical or mental disability, veteran status, marital status, genetic information, or any other characteristic protected by state, federal or local law.
OUR AWARDS:
Great Place to Work Award 2025 | New York Times Wirecutter pick for "The Best Mosquito Control Gear for your Patio or Yard" 2021-2025 | CNN Underscored Editor's Pick 2024-2025 | Men's Journal Outdoor Award 2025 | Shop TODAY Expert Pick 2025 | Canadian Grand Prix New Product Award 2024 | Outside Gear Guide Editor's Choice 2022 | Time Magazine Best Inventions 2022 | This Old House Editor's Choice | Good Housekeeping Home Products Award | CES New Tech Award - IDEA Good Design Award | Canadian Tire Digital Excellence Award | LIV Smart Mosquito Repellent System - CES TWICE Awards 2021-2022 | Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent | Field & Stream "Best of the Best" Award | Backpacker Magazine - Best Backpacking Accessory 2019 | New York Times Wirecutter - Best Car Camping Gear 2018 | Popular Mechanics - Grand Award Winner - Recreation - Best of What's New 2018
Requirements
SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED
2+ years of Customer Service Experience Associate's degree preferred, but not required Customer Support/order processing in a B2B business Preference given to candidates with experience in NetSuite, EDI order transactions and/or managing orders in customer portals Direct communication with customers and a warehouse/distribution center. SKILLS/KNOWLEDGE/EXPERIENCE PREFERRED
Knowledge/experience with automating processes and tools to help improve efficiency Experience handling orders and processing shipments for Home Depot/Lowe's Experience using Shopify for B2B purposes
Salary Description
$23-$26/hr
Please note, if you are selected to have an interview with Thermacell, you will receive an email from our applicant tracking system Paylocity ( reply-to-sender@mail.paylocity.com ) or an email from a
Thermacell.net
domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure, please contact careers@thermacell.net .
THE COMPANY
Thermacell Repellents, Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects . Founded in 1999 and based outside of Boston in Bedford, Massachusetts, Thermacell makes the world's leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays, scents, or chemicals on your skin.
Dedicated to delivering the best consumer experience, we have an ever-expanding product line for both adventure and home use. We aim to change the way people repel insects, through our award-winning science backed products, disruptive innovation, and expanding distribution across multiple retail & e-comm channels in over 30 countries across the globe.
Thermacell currently employs 125+ full time employees at our 4 locations: Bedford Massachusetts (Corporate HQ), Buford Georgia (Manufacturing & Distribution), and Hampton Florida (Science & Research Center).
ROLE PURPOSE:
The Customer Support Specialist is responsible from the point of receiving customer orders through shipping them from the Distribution Center. Basic OFS responsibilities include reviewing and processing incoming orders, verifying pricing and terms in NetSuite, releasing orders to the DC for shipping, and ensuring proper routing and ASN submissions on orders which require those activities. This position is also responsible for trouble-shooting orders with errors or missing/incorrect information, setting up customer support processes for new customers / items, and backing up both the Finance and Sales departments in specific tasks.
STATUS:
Non-Exempt
WORKING HOURS:
6:30am-3:00pm (some OT during Peak Season)
WORK LOCATION : 3157 Buford Highway, Buford, GA 30518
Please note: Immigration Sponsorship is not available for this role.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Review Individual Customer requirements, and ensure these requirements are correct Enter manual orders directly into NetSuite. Review EDI orders prior to release. Verify pricing on orders to ensure that it matches the approved customer pricing in NetSuite. Backorder and cut items from orders when necessary, ensuring compliance with customer requirements. Allocate inventory and release orders to the DC (first time and backorders) Ensure that orders are released correctly to the DC. Maintenance of all orders to ensure orders have been released in timely manner. B2B Orders Ecomm Orders Third Party Fulfillment Orders Efficient follow-up with sales teams (internal and/or external) to properly resolve any order issues. Always keeping in mind the physical time-sensitiveness. Daily maintenance of orders to ensure they will ship on time & have shipped on time. Working with warehouse shipping office to highlight any important upcoming orders / size, heavy labeling, etc. Ensure customer-specific routing and ASN processes are executed-either internally or at the DC (per customer-specific SOP)-accessing and using customer portals. Process credit card/payment terms for invoices as appropriate. Interface with internal departments to ensure orders are filled complete and in timely manner. Work with 3rd party warehouses to ship TRI DC orders as needed. Generate & print UCC labels Complete customer-specific shipment routing in compliance. Will be assigned major accounts but will know requirements & processes to cover all accounts & to support the team. Would cover each other if anyone is out. Assist Canadian customer support team when necessary Assist warehouse team when necessary: Generating shipping labels, etc. Reporting and Admin
Issue daily reports on customer support performance. Review daily reports from warehouse on performance and highlight any concerns or trends to the Customer Service Manager. Monitor and communicate with supply chain and sales on cuts and backorders. Provide guidance and assistance to the DC in resolving any questions on orders or customer requirements. Write and implement new customer-specific SOPs. Set-up new customer EDI integration. Help train temporary staff during busy season, and answer questions / support as needed. Review customer scorecards and suggest improvements to customer support process. Real-time implementation of needed changes in ship date and/or delivery date based on customer scorecard and/or weekly customer metrics. Participate in strategic account teams to help improve service and grow the business (Walmart and/or Amazon) THE IDEAL CANDIDATE:
Lives our core values of Drive, Ownership, Integrity, Teamwork and Evolution Authentic and personable, humble, smart Relentless work ethic juiced by results, not titles or activities Externally competitive, internally collaborative Highly resourceful. Hands-on and practical Chooses curiosity and a commitment to learning over being right Radically candid - always with positive intention Motivated by challenge, resilient in the face of setbacks or adversity Able to critically think and navigate within a variety of ambiguous situations Even keeled energy, brings calm to chaos, low drama Make impeccable agreements, delivers end to end results with excellence Makes high quality data-based decisions with autonomy Unquenchable thirst for learning and self-improvement Effective communicator meeting people where they are Manages multiple, complex, and competing priorities COMPENSATION
Compensation for this position will include a competitive base salary and a
Quarterly and Annual Target Bonus
program-details provided separately. Benefits for this position will consist of
vacation benefits
at a competitive level, along with
9 paid holidays,
2 Floating Holidays
and a
day off for your Birthday ! Additionally, a
company shutdown period
is offered for one week between Christmas and New Year's Day where the majority of business operations pause and employees are encouraged to rest and recover together. Critical functions may require limited coverage to ensure business continuity.
We are proud to offer a competitive & valuable benefits package that enables you to protect your health, your family, and your way of life. It includes best-in-class medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Short-term Disability & Group Term Life insurance (one-time base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment.
Additionally, you will have access to a variety of additional benefits such as vision, supplemental life, critical illness, Medical FSA (Flexible Spending Account), Dependent Care FSA, accident, SecureSave savings account, EAP (Employee Assistance Program), product benefit, wellness benefit, and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide.
You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to
4%
(base salary + overtime wages - subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service.
WHY WORK HERE?
We are proud of our company culture - it's the fuel behind our dynamic and buzzing community! Our people are authentic, competitive and compassionate. It's truly a unique formula for success.
We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier.
OUR CORE VALUES:
Drive
- An optimistic can-do spirit, a passion to delight our consumer, a belief in the importance of determination and the freedom to make a difference. Ownership
- We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results. Integrity
- We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions. Teamwork
- The belief that we is greater than me, and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together. Evolution
- We are committed to continuous improvement, always learning, growing, and adapting to constant change. We seek progress over perfection. OUR COMMITMENT:
Thermacell is committed to preserving a culture of diversity, inclusion, and belonging. The collective sum of our individual differences, knowledge, life experiences, and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our day-to-day work environment. We are proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, citizenship, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, age, physical or mental disability, veteran status, marital status, genetic information, or any other characteristic protected by state, federal or local law.
OUR AWARDS:
Great Place to Work Award 2025 | New York Times Wirecutter pick for "The Best Mosquito Control Gear for your Patio or Yard" 2021-2025 | CNN Underscored Editor's Pick 2024-2025 | Men's Journal Outdoor Award 2025 | Shop TODAY Expert Pick 2025 | Canadian Grand Prix New Product Award 2024 | Outside Gear Guide Editor's Choice 2022 | Time Magazine Best Inventions 2022 | This Old House Editor's Choice | Good Housekeeping Home Products Award | CES New Tech Award - IDEA Good Design Award | Canadian Tire Digital Excellence Award | LIV Smart Mosquito Repellent System - CES TWICE Awards 2021-2022 | Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent | Field & Stream "Best of the Best" Award | Backpacker Magazine - Best Backpacking Accessory 2019 | New York Times Wirecutter - Best Car Camping Gear 2018 | Popular Mechanics - Grand Award Winner - Recreation - Best of What's New 2018
Requirements
SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED
2+ years of Customer Service Experience Associate's degree preferred, but not required Customer Support/order processing in a B2B business Preference given to candidates with experience in NetSuite, EDI order transactions and/or managing orders in customer portals Direct communication with customers and a warehouse/distribution center. SKILLS/KNOWLEDGE/EXPERIENCE PREFERRED
Knowledge/experience with automating processes and tools to help improve efficiency Experience handling orders and processing shipments for Home Depot/Lowe's Experience using Shopify for B2B purposes
Salary Description
$23-$26/hr