Customer Service Representative

Location: Cincinnati, Ohio
Department: Customer Service / Supply Chain
Reports To: Supply Chain Manager

About Natara Global
Natara Global is an international manufacturer of flavour and fragrance ingredients, supplying customers across the food, beverage, fragrance and consumer goods industries.

Our Cincinnati site plays an important role in Natara's US operations, supporting customers across North America. Natara is investing in its people, processes and manufacturing capabilities as the business continues to grow.

Role Overview
The Customer Service Representative is responsible for managing customer orders and ensuring a high level of service for assigned accounts, acting as a key liaison between customers, sales, planning, production, quality and warehousing to ensure accurate order processing, effective communication, and timely delivery.

The CSR will support demand planning activities by gathering customer forecasts, maintaining accurate order data, and collaborating closely with supply chain teams to manage inventory availability and customer expectations. This position requires strong analytical skills, technical proficiency in ERP systems and Excel, and the ability to proactively resolve issues in a fast-paced manufacturing environment.

Key Responsibilities

Customer Relationship Management

• Provide primary customer support for assigned accounts to ensure orders are processed accurately and delivered on time.
• Build and maintain strong customer relationships while delivering a high-quality customer experience.
• Communicate daily with customers, sales teams, planning, operations, and logistics to manage order fulfillment.
• Manage customer expectations by proactively communicating order status, potential delays, and supply constraints.
• Collect and act on customer feedback to improve service levels and internal processes.
• Support other customer service team members by providing account coverage when necessary.

Order Management

• Process and manage customer orders within the ERP system, ensuring accuracy in pricing, quantities, and delivery requirements.
• Manage requests for order changes, including schedule adjustments, quantity changes, and cancellations from both the customer and internal sides.
• Handle customer inquiries, complaints, and issue resolution, escalating when appropriate.
• Collaborate with supply chain teams on forecast accuracy, demand trends, and stock positions.
• Participate in demand planning or supply review meetings when applicable.
• Assist in balancing customer demand with production and inventory constraints.

Documentation & Data Management

• Maintain accurate customer records including:
  • Contracts and pricing agreements
  • Labeling and regulatory requirements
  • Packaging specifications
  • Shipping instructions and stock requirements
• Prepare debit and credit notes when required.
• Process quality notifications and manage customer returns in coordination with Quality and Operations.
• Utilize Excel and internal systems to analyze order data, track service metrics, and support reporting.
• Identify opportunities to improve customer service processes and participate in cross-functional improvement projects.
• Support new customer and new product onboarding processes to ensure smooth launches.
• Apply continuous improvement principles and contribute to initiatives aligned with Lean or Six Sigma practices.

Education & Experience

• High School Diploma or equivalent required
• Associate's or Bachelor's degree in Business, Supply Chain, or related field preferred
• 2-3 years of experience in customer service, supply chain, or order management in a manufacturing environment
• Experience within food ingredients, flavor, or specialty chemical industries preferred

Required Skills

• Strong proficiency in Microsoft Excel
• Experience with ERP systems (Oracle preferred)
• Strong analytical and problem-solving skills
• Ability to understand basic inventory management and supply planning concepts
• Knowledge of shipping terminology and order fulfillment processes
• Demonstrated customer relationship management skills
• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Competencies

• Technically savvy with the ability to learn internal systems and planning tools quickly
• Strong attention to detail and data accuracy
• Ability to de-escalate challenging customer situations and drive resolution
• Collaborative mindset with cross-functional teams including sales, planning, quality, and production