Marx Brothers, Inc. is hiring: Customer Service Representative in Birmingham

Overview

Director of Customer Service | Driving CX, Team Performance & Operational Excellence | Remote Leader | Lean Process Innovator | Revenue Growth

CUSTOMER SERVICE REPRESENTATIVE

Marx Brothers, Inc. is a family-owned company founded in 1919 in Birmingham, Alabama. Our focus on coconut has resulted in deep expertise and market leadership in the production and delivery of the country’s highest-quality coconut products. We recently made an acquisition in the confectionery business adding candied fruit, fruit inclusions, sprinkles and other toppers to our product line. In addition to private label offerings, we have also seen success with our own brands – most notably with the retail distribution of our embē Organic and Coral Bay lines in the Retail, Food Service and Ingredient Channels throughout the US.

Position overview

The Customer Service Representative supports the customer service team by ensuring the timely and accurate execution of sales order processing, customer setup, documentation, and customer portal management. This individual will play a key role in supporting daily transactions and service metrics across retail, food service, and ingredient channels — including DTC platforms and national accounts such as Walmart. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced, team-oriented environment.

Responsibilities

• Enter and confirm sales orders (SO’s) within 3 business hours of receipt.
• Promptly create invoices the morning following shipment.
• Lead the order change process, allocations, and backorders in coordination with customer service and operations.
• Provide proactive order status updates to internal teams and customers.
• Support Direct-to-Consumer (DTC) order fulfillment from internal Shopify store, Amazon store, and Walmart marketplace.
• Assist with daily bookings report (new sales orders).
• Manage reorder cycles and provide replenishment data reporting. Proactively reach out to customers on potential reorders.

Customer Setup & Pricing Administration

• Support internal and external new customer setup processes in ERP (NetSuite) and external platforms/customer portals.
• Maintain accurate customer records including pricing, contact info, and service terms.
• Assist in price list creation and entry/maintenance in internal systems and customer portals.

Portal, EDI Management and Scorecard reporting

• Manage customer portals and EDI systems (e.g., Walmart Supplier One Portal for order entry and tracking).
• Generate and distribute customer scorecards to sales managers (e.g., Walmart Luminate sales reports, weekly/monthly).
• Review OTIF and SQEP scores and other customer scorecards to sales managers (e.g., Walmart Retail Link) and support improvement actions.
• Support EDI operations via SPS Commerce, including order/invoice file reviews and status resolution.

Documentation, Reporting, & Contract Support

• Support standard QA document preparation and distribution (if not filed in standard file).
• Review shipping paperwork for invoicing accuracy and proactively communicate Bill of Lading changes to accounting.
• Perform daily scanning and filing of invoices, shipping docs, and customer records.
• Assist with contract tracking and basic documentation for audits and customer agreements.

Customer Service & Communication

• Handle basic customer inquiries and direct more complex issues to sales managers.
• Assist with complaint and case tracking through proper documentation and status updates. Ensure sales managers are informed of and handle more substantial customer complaints.
• Maintain and communicate unique customer requirements in CRM or ERP.
• Support upsells activities through routine communication and customer follow-ups.
• Manage outbound sample fulfillment and sample inventory tracking.

Forecasting & Performance Tracking

• Enter sales forecasts into systems and assist with reconciliation vs. actual sales.
• Track and report on sales vs. forecast run rate.
• Support process documentation and assist in identifying opportunities for service improvement.

Qualifications & Skills

• Associate or bachelor's degree in business, Supply Chain, or related field preferred.
• 2+ years in customer service, order management, or administrative support role — preferably in food & beverage or CPG industries.
• Proficiency with ERP systems (NetSuite preferred), Shopify, and Microsoft Office Suite (especially Excel).
• Experience with customer portals (e.g., Walmart Supplier One, Retail Link) and EDI systems (e.g., SPS Commerce) is a strong plus.
• Excellent organizational, time management, and communication skills.
• High attention to detail and ability to work independently in a fast-paced environment.

Cultural Qualifications

• Customer centric mindset, in addition to account management capability.
• Experience contributing to a positive team culture by fostering mutual respect, transparency, and open communication. Demonstrates a positive, can-do attitude and strong work ethic.
• Comfortable taking initiative while also being receptive to input and consensus-building within a team environment.
• Demonstrates accountability in meeting deadlines, delivering high-quality work, and owning outcomes—both successes and challenges.
• Demonstrates commitment to continuous improvement, with a mindset focused on learning, innovation, and iterative progress.
• Experience working in environments that prioritize adaptability, resilience, and a growth mindset.

Why join us?

• Be part of a growing brand portfolio with exciting opportunities for career advancement.
• Work in a collaborative and innovative environment.
• Competitive salary and benefits package.

How to apply

If you are passionate about Customer Service and eager to make an impact, we’d love to hear from you! Apply now by sending an email to Kristi Gartman at kgartman@marxbrothersinc.com.