Customer Service - Data Entry Specialist ($20-$23 / HR)

Building on our roots in the action sports industry since 1987, Independent Trading Company is established as a leading manufacturer and supplier of high quality Custom & Blank apparel for Screen Printers and Brands all over the world.

Location: Independent Trading Headquarters in San Clemente, CA

Department: Sales

Employment Type: Full-time, ON-SITE

Reports to: Sales Manager

Pay Range: $20 to $21 per hour

Overview:

We are seeking a detail-oriented and professional Customer Service - Data Entry Specialist to join our San Clemente HQ team. In this dual role, you will be the point person working directly with our customers, sales, accounting and internal departments. You will balance high-volume, accurate data entry with professional communication, ensuring our clients receive exceptional support and our database remains pristine.

KEY RESPONSIBILITIES:

Customer Service & Order Support

• Answer customer calls and assist with order status, Inventory availability, claims and general order-related questions.

• Provide timely and professional communication to customers for both stock and custom orders.

• Work with Warehouse, Sales, Customer Service, and other internal departments to answer customer questions / resolve issues.

• Maintain clear documentation and follow-up on open customer issues.

• Release custom orders from backorder maintenance when needed.

Data, Claims & Order Management

• Manage and process customer claims across all teams for both stock and custom orders including Investigating reported discrepancies.

• Work directly with the Warehouse and Customer to research and resolve shipment discrepancies.

• File carrier claims, disputes when applicable and follow up on outstanding claims and resolutions.

• Work with Customer and Accounting on credit card declines and credit holds.

• Assist with new customer credit card account issues and work directly with customers to obtain information needed to resolve problems.

• Assist as needed with credit card authorization failures that occur when the Warehouse is attempting to ship orders, as assigned.

• Work with accounting and software management team on B2B credit card checkout issues.

• Delete expired credit cards from the system and maintain accurate credit card information.

• Assist with AvaTax-related tax disputes and challenges including researching customer claims regarding tax charges.

• Work with customers to obtain and verify required tax or resale documentation.

• Enter or submit required information through the designated site/system.

• Follow up on unresolved tax and resale certificate issues.

Freight Disputes

• Research and assist with customer freight disputes.

• Communicate with customers regarding disputed freight charges.

• Bill customers for applicable freight charges when appropriate.

• Work with Sales and management to determine how freight costs will be handled.

• Document freight dispute resolutions accurately.

Requirements:

• 1-2 years minimum customer service, order processing, claims, or administrative experience preferred.

• Strong attention to detail.

• Excellent verbal and written communication skills.

• Comfortable communicating with customers, carriers, warehouse personnel, and internal teams.

• Ability to manage multiple open issues and follow up consistently.

• Strong computer skills including experience with ERP / order-management systems, credit card

• Problem-solving skills with a customer-focused approach.

• Flexibility to take on additional tasks, as directed by Management

Benefits:

We offer comprehensive benefits including: medical, dental and vision plans, generous PTO and 401K plan with matching after eligibility periods are met.