Customer Service Representative

Customer Service Representative

Heartland Food Products Group is a global leader in the consumer packaged goods (CPG) industry, producing low-calorie sweeteners, coffee, coffee creamers and liquid water enhancers. We manufacture and market Splenda, the #1 brand in the low calorie sweetener category and the most recognized in the world. We make coffee, tea and water taste better and help people live happier, healthier and longer lives by making it easy to reduce sugar. We offer an excellent compensation and benefits package. Come grow with us!

The Customer Service Representative utilizes ERP systems and Warehouse Management System (WMS) tools to execute daily order entry through various portals, ensuring data accuracy, operational efficiency, and compliance with customer and retailer requirements. This role supports order reporting, analysis, and issue resolution while partnering closely with warehouse, manufacturing, finance, and sales teams to maintain smooth order flow and fulfillment operations.

Essential Duties and Key Responsibilities:

• Manage daily order entry, maintenance, and reporting through various portals
• Build and maintain strong relationships with customers and internal teams including sales, procurement, warehouse, logistics and manufacturing to ensure timely and professional service
• Maintain customer accounts, item setup, and support demand forecasting
• Communicate with customers via email to address inquiries, service options, and coverage solutions
• Consult with customers to assess needs and recommend appropriate service and fulfillment options
• Utilize Retail Link (Walmart) to analyze orders and resolve issues
• Partner with finance to resolve shipping deductions
• Collaborate with warehouse and manufacturing teams to ensure order compliance, productivity, efficiency, and adherence to specifications
• Monitor fulfillment and manufacturing performance metrics related to customer orders
• Proactively resolve customer issues with empathy to improve satisfaction
• Cross-train and provide support for other Customer Service Representatives
• Collaborate cross-functionally to meet/exceed customer expectations
• Perform additional duties as assigned

Qualifications:

• Strong computer skills
• Strong understanding of customer products, customer requirements, and account management practices
• Proficiency in Microsoft Excel and database applications; experience with Access, SYSPRO, TMS, ERP/MRP systems, and related business processes preferred
• Some WMS systems knowledge preferred
• Demonstrated experience in data entry, problem-solving, analysis, logistics, and operational support
• Professional demeanor with the ability to represent the company positively in all customer interactions
• High level of enthusiasm, responsiveness, and sense of urgency in a fast-paced environment
• Proven ability to build and maintain effective interpersonal relationships across customers and internal teams

Physical Demands:

• Must be able to physically perform the functions of climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions
• Must be able to work seated using a computer and phone for long periods of time.
• Must be able to work extended hours, such as daily overtime and an occasional weekend
• Must possess visual acuity to document company records
• Continuous walking throughout plant and distribution center.
• Lifting up to 40 pounds

Heartland Food Products Group