Customer Service Receptionist

Overview: Position Type Full Time Category Customer Service

Description: Customer Service Receptionist Non-Exempt Position

Reports to: Customer Service Manager Revised: 9/28/2026

Job Summary: The Customer Service Receptionist serves as the first point of contact for callers and visitors, manages incoming mail, and provides general clerical support. This position also completes documentation for credits, returns, and error reports and adds return notes to assigned return authorizations in Net Suite.

Major Responsibilities: Answer, screen, and route incoming calls to the appropriate associate or department. Welcome visitors, follow sign-in procedures, verify identification, obtain a nondisclosure agreement when required, issue visitor badges, and notify the appropriate Coastal lobby security by locking and unlocking lobby doors and activating or deactivating the telephone system's automated attendant at the beginning and end of the day, as assigned. Sort and distribute incoming mail to the appropriate associate or department mailbox. Provide general clerical and office support to associates as needed. Assist Account Service Coordinators with order processing to support same-day order entry. Serve as the primary backup for DDS orders and related customer activity, as needed. Manage the Wholesale Pet.com account, including entering orders and communicating issues to customers, Accounting, and Distribution. Complete required documentation for credits, returns, and error reports, and enter return notes on assigned return authorizations in Net Suite.

Qualifications: High school diploma or equivalent required. At least one year of successful office experience in customer service, reception, or a related role preferred. Office procedures coursework or equivalent training preferred. Proficiency with Microsoft Office applications and standard office telephone systems. Strong verbal communication, active listening, customer service, organization, and stress-management skills. Ability to multitask effectively in a busy environment with frequent interruptions.

Core Competencies: Customer Focus Effective Communication Instills Trust Resourcefulness Decision Quality

General Requirements: Regular attendance is required. The employee must be willing and able to work beyond the regularly scheduled 40-hour work week when requested by management. This position is not eligible for work-from-home days.

Supervisory Responsibilities: None.

Note: This description reflects the general details considered necessary to describe the principle functions for the job identified for job evaluations. It should not be construed as a detailed description of all work requirements that may be inherent in the job, nor shall it be construed as giving exclusive title to every function described.