Position Summary:
The Customer Service Representative (CSR) is a key member of the customer experience team, responsible for managing the full order cycle while ensuring timely, accurate, and professional service. This role serves as the primary point of contact for assigned accounts and works closely with production, logistics, planning, and sales teams to deliver exceptional service and maintain strong customer relationships. The CSR will oversee daily communications, coordinate order fulfillment, and proactively address and resolve customer concerns.
Key Responsibilities:
Oversee the complete order-to-delivery process, including accurate order entry, confirmation, and coordination of shipments.
Serve as the primary liaison between customers and internal teams (production, logistics, planning, and sales), as well as external partners such as 3PLs and freight carriers.
Respond to customer inquiries, issues, and complaints in a professional and timely manner, providing clear communication and effective resolutions.
Monitor inventory levels, product availability, and allocation status to ensure customers and internal stakeholders are kept informed.
Support product launches, promotional campaigns, and inventory transitions by ensuring clear communication and seamless execution.
Maintain accurate and up-to-date customer account information, order history, and communications within the ERP system.
Partner with production and planning teams to provide visibility into demand forecasts and recurring order trends.
Assist with generating reports related to service levels, order volume, and customer satisfaction metrics.
Identify process inefficiencies and contribute to continuous improvement initiatives within the Customer Service department.
Ensure all customer service activities comply with company policies, food safety regulations, and customer-specific requirements.
Qualifications:
Associate’s or Bachelor’s degree preferred; equivalent relevant experience will be considered.
Minimum of 2 years of customer service experience, ideally within food manufacturing, CPG, or a supply chain-related industry.
ERP system experience required; NetSuite experience strongly preferred.
Strong written and verbal communication skills, with the ability to manage multiple tasks and priorities efficiently.
Highly organized, detail-oriented, and proactive in identifying and resolving issues.
Comfortable working in a fast-paced, collaborative, and team-oriented environment.
Proficient in Microsoft Office tools, including Excel, Word, and Outlook.
Preferred Skills:
Familiarity with food manufacturing, supply chain, or logistics operations.
Experience working with 3PL providers, freight carriers, and national retail or foodservice customers.
Knowledge of inventory management systems and order fulfillment processes.
