Customer Service Representative - Blending

Customer Service Representative

The Customer Service Representative is responsible for supporting the Blending Business Sales Managers and customers. This position serves as a primary point of contact for customer interactions, providing and processing information related to orders, inquiries, concerns, documentation requests, and product availability. The Customer Service Representative proactively ensures exceptional customer service through accurate, timely, and effective communication while coordinating customer needs with production planning, inventory control, quality assurance, production, logistics, and shipping teams.

Essential functions, duties, and performance responsibilities include:

• Process purchase orders, order confirmations, order revisions, and shipment updates while verifying order status and customer forecasts.
• Maintain customer sales projections, demand forecasts, and inventory tracking worksheets.
• Coordinate sample requests, including preparation, shipment, tracking, and maintenance of sample inventories.
• Research and prepare domestic and international shipping documentation required for customer orders and sample shipments.
• Fulfill customer documentation requests, including Certificates of Analysis (COAs), Certificates of Conformance (COCs), product specifications, allergen statements, ingredient statements, and export documentation, ensuring all information is accurate and complete.
• Serve as the primary liaison between customers and internal departments to resolve issues, provide status updates, and ensure customer requirements are met.
• Work closely with production planning, quality, and warehouse teams to coordinate order fulfillment and shipment schedules.
• Arrange transportation for outbound finished customer orders where Idaho Milk Products is responsible for delivery to the customer's designated receiving location.
• Coordinate the logistics of inbound ingredients for blending customers.
• Monitor customer orders against forecasted demand, inventory availability, and supply commitments.
• Utilize company systems and databases to generate reports, key performance indicators (KPIs), customer updates, and business reviews.
• Prepare customer performance summaries and reports for business reviews and sales meetings.
• Maintain customer records, order documentation, and communication logs in accordance with company standards.
• Support continuous improvement initiatives focused on customer satisfaction, process efficiency, and service excellence.
• Complete other duties and projects as assigned.

Position specifications and qualifications:

Education:

• Required: High school diploma/GED or equivalent work-related experience.

Experience:

• 13 years of customer service, order management, supply chain, logistics, or related business experience.
• Familiarity with purchase orders, order processing, shipment coordination, and customer communication.
• Knowledge of customer service principles and practices, including customer needs assessment, issue resolution, and customer satisfaction.

Knowledge, Skills and Abilities:

• Strong customer service mindset with the ability to build and maintain positive customer relationships.
• Good listening skills and ability to work independently with minimal supervision.
• Strong technical skills, including proficiency in Microsoft Excel, Word, Outlook, and business software systems.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Quick learner and self-starter with strong problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy in daily work activities.
• Good interpersonal and collaboration skills.
• Effective prioritization, time management, and organizational skills.
• Ability to work effectively within a team environment and across multiple departments.
• Ability to adapt and cope well with change and ambiguous processes and procedures.

Working Conditions:

• Primarily office environment.
• Regular interaction with production, warehouse, shipping, and quality departments.

Physical Requirements:

• Environmental exposure to warehouses stored at ambient (60-70F), refrigerated (35F), and frozen (-20F) temperatures, as well as potential exposure to temperatures at or above 120F.
• Walking: Moving about on foot to accomplish tasks on a regular basis.
• Subject to noise levels up to 92 dBs.
• Lifting up to 20 pounds occasionally.
• Reaching: Extending hands and arms in any direction.
• Stooping: Bending body downward and forward by bending spine at the waist occasionally.
• Talking: Expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions accurately, loudly, or quickly.