Senior Customer Service Representative

About the Role:

This is not a traditional customer service position. Our Senior Customer Service Representatives own customer relationships from end to end and serve as trusted business partners to many of Saxco's most important customers. They partner across Sales, Planning, Purchasing, Operations, Transportation, Finance, and Supply Chain to deliver an exceptional customer experience while helping ensure orders are delivered On Time and In Full (OTIF).

This role is designed for experienced Customer Success professionals who thrive in a fast-paced, technology-driven environment, enjoy solving complex business challenges, and confidently make independent decisions that balance customer satisfaction with Saxco's business objectives.

What Success Looks Like:

• Build trusted relationships with assigned commercial and strategic customer accounts.
• Deliver exceptional customer experiences through proactive communication, accountability, and ownership.
• Drive improvements in OTIF, customer communication, and operational execution.
• Partner effectively across Sales, Planning, Purchasing, Operations, Transportation, Finance, and Supply Chain.
• Exercise sound business judgment while balancing customer expectations with company objectives.
• Identify opportunities to improve processes, reporting, and operational efficiency.

Primary Responsibilities:

• Own a portfolio of commercial and strategic customer accounts from order placement through delivery.
• Serve as the primary point of contact for customer inquiries, issue resolution, and ongoing account management.
• Develop customer-specific reporting and communicate actionable insights using Excel and Power BI.
• Monitor KPIs including OTIF and other service metrics, while recommending opportunities for improvement.
• Serve as the internal liaison between customers and cross-functional business partners to drive timely issue resolution and operational excellence.
• Resolve complex customer issues independently while escalating business risks appropriately.
• Participate in continuous improvement initiatives and help standardize best practices.
• Mentor teammates by sharing knowledge and supporting a collaborative Customer Experience culture.

Qualifications & Experience

• Post-secondary education is preferred.
• Minimum five years of Customer Success, Customer Service, Account Management, or Supply Chain experience supporting customer accounts in a fast-paced distribution, manufacturing, packaging, or supply chain environment.
• Outstanding communication, relationship-building, and organizational skills.
• Demonstrated ability to prioritize multiple customer accounts while maintaining exceptional accuracy and attention to detail.
• Highly proficient operating within a fast-paced, technology-driven environment. Comfortable navigating Microsoft Office (including advanced Excel reporting), Outlook, Teams, ERP systems, CRM platforms, Power BI dashboards, telephony software, and proprietary operational systems while managing multiple priorities.
• Demonstrated ability to manage multiple priorities while maintaining exceptional customer communication, sound business judgment, and a high level of accuracy.
• Strong analytical, critical thinking, and problem-solving skills with the ability to independently evaluate situations and make informed business decisions.
• Self-motivated professional with a passion for continuous improvement and operational excellence.
• Ability to collaborate effectively with Sales, Planning, Purchasing, Operations, Transportation, Finance, and Supply Chain teams.

Why Join Saxco?

• Own meaningful relationships with strategic customers.
• Work in a collaborative, high-performing Customer Experience organization.
• Competitive compensation.
• 401(k)/Profit Sharing.
• Medical, Dental and Vision Insurance Package.
• Disability and Life Insurance Package.
• Paid Time Off and Holidays.