Customer Service Agent - Phone
About Frontier
Frontier (www.hirefrontier.com) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.
Think of us as your personal talent agent, and good luck with the application :)
About the Client
Skylight specializes in the production of digital photo frames. These frames are designed to display digital photos in a way that is easy to manage and share with family and friends. Skylight Frame's products typically feature high-resolution screens and can be connected to the internet, allowing users to send photos directly to the frame from their smartphones or computers.
The unique value proposition of Skylight Frame is the convenience and simplicity it offers for sharing and displaying photos. Users can send new pictures to the frame through a dedicated app, email, or a web interface, making it easy for family members and friends to keep the frame updated with the latest memories.
About the Role
Skylight sells through direct and major retail channels, including Costco, Sam’s Club, BJ’s, Target, and Best Buy, and manages fulfillment through NetSuite and third-party warehouses. This role owns PO management and ERP entry, ensuring order details, pricing, and delivery requirements are accurate so orders are processed efficiently and shipped on time. This role will be the gate before operational fulfillment.
Responsibilities
PO Management & ERP Entry
- Create and process sales orders accurately in NetSuite from retailer POs and internal sales agreements.
- Own the sales order approval workflow — review forecast, quantities, and pricing before release to fulfillment, maintaining organized records of purchase orders.
- Check and validate pricing on every order against contracted retailer pricing, promotions, and current price lists, flagging discrepancies before they ship.
Order Execution & Follow-Through
- Manage change orders triggered by inventory shortfalls, allocation issues, or shifts the sales team didn't anticipate.
- Proactively communicate order changes and potential fulfillment issues to the sales coordinator, confirm revisions are implemented as intended, and align all stakeholders on next steps.
- Reconcile SPS Commerce with NetSuite weekly to ensure purchase orders, order details, and updates match across both systems, identifying and resolving discrepancies promptly.
Sales/Forecast Tracking
- Track weekly sell-in and sell-through forecasts by retailer to monitor performance and identify trends.
- Partner with the sales coordinator to review and communicate significant week-over-week changes.
- Maintain the retail demand master with accurate sales data and update the promo tracker daily during key promotional periods.
Business to Business
- Manage inbound B2B inquiries, responding to requests and providing pricing information.
- Create and process Shopify orders for approved B2B opportunities.
- Set up new customer accounts in Shopify as needed.
Account Administration
- Maintain retailer-specific setup in NetSuite/Shopify (item mapping, pricing tiers, ship-to locations).
- Support new retailer/program onboarding and seasonal program setup (e.g., new SKU launches, promo pricing).
- Escalate any high priority issues to Team Leads
What Success Looks Like
- Orders are entered and approved accurately and on time, with no pricing errors reaching fulfillment
- Inventory-driven change orders are caught and communicated before they become a retailer escalation
- Sales reps trust this role to handle sales and purchase order tracking so they can focus on selling
Job specific requirements
- 2–5+ years of experience in sales operations, order management, or retail account operations; CPG, consumer electronics, or similar industries preferred.
- Experience managing retailer POs from receipt through ERP entry, with hands-on experience in NetSuite (strongly preferred), retailer portals, and EDI.
- Exceptional attention to detail when managing pricing, SKUs, quantities, and delivery requirements, catching discrepancies before they impact fulfillment.
- Clear, proactive communication skills, including escalating issues and communicating delays, shortages, and order discrepancies to management.
Systems: NetSuite, Alloy, Unify, SPS Commerce, Excel, POL (Target), CPFR (Best Buy)
