Customer Service Coordinator

Job Description

Job Description

Position Description: Customer Service Coordinator

Purpose for the Position:

The Customer Service Coordinator is responsible for providing exceptional customer service while supporting outside departments such as Food Safety and Quality in administrative functions maintaining compliance with food safety, quality, and regulatory requirements. This role serves as a liaison between customers, production, quality, warehouse, and logistics teams to ensure customer orders are processed accurately, customer concerns are resolved promptly, and quality documentation is maintained in accordance with company standards and applicable food safety regulations.

Essential Responsibilities:

Essential responsibilities are fundamental duties of the position. Reasonable accommodation may be provided for qualified individuals with disabilities. Customer Service Responsibilities Serve as the primary point of contact for customer inquiries, orders, complaints, and product-related concerns. Process and maintain customer orders accurately within the ERP or order management system. Coordinate order fulfillment activities with production, planning, warehouse, and shipping departments. Communicate order status, shipment schedules, product availability, and delivery updates to customers. Investigate and resolve customer service issues, shortages, returns, and delivery discrepancies. Maintain accurate customer records, order documentation, and correspondence. Process credits, returns, and customer claims according to company procedures. Support sales and operations teams with customer-related reporting and administrative functions. Prepare customer service reports and performance metrics as requested. Food Safety & Quality Support Responsibilities Assist the Quality Assurance team with maintaining food safety and quality documentation. Support compliance with Good Manufacturing Practices (GMPs), HACCP, SQF, FDA, USDA, and company food safety programs, as applicable. Assist with document control systems, including quality records, policies, procedures, specifications, and training documents. Assist with customer requests for quality documentation, product specifications, Certificates of Analysis (COAs), allergen statements, and food safety certifications. Support internal audits, customer audits, and regulatory inspections by organizing records and required documentation. Track corrective actions and assist with follow-up activities to ensure timely completion. Assists with quality databases and records to ensure accuracy and completeness. Assist with complaint investigations and documentation of customer quality concerns. Coordinate retention and retrieval of quality records in accordance with company requirements. Support employee training, record maintenance and compliance tracking. Participate in continuous improvement initiatives related to customer satisfaction, quality, and food safety. Other Duties This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Duties may change or be assigned at any time based on business needs.

Required Skills and Abilities: Education High School Diploma. Associate’s degree preferred. Experience 2-3 years of experience in progressive customer service roles. Experience working in regulated environments Strong Math Skills including fractions, conversions, proportions, ratio and percentages.

Physical Requirements:

Ability to sit, stand and walk for extended periods in a production environment and or office setting. Ability to lift and/or move up to 25 pounds occasionally. Ability to flex schedule on short notice to support business needs

Environmental Conditions: Work is performed in both office and USDA-inspected food manufacturing environments. The role includes exposure to cold environments, production noise, and food allergens. Must adhere to all hygiene, sanitation, and personal protective equipment (PPE) requirements.

EEO/USDA Civil Rights/Background and Compliance: This organization is an Equal Opportunity Employer and Program Provider, Employment decisions are made without regard to race, color, national origin, religion, sex (including gender identity and sexual orientation), disability, age, genetic information, veteran status, or any other status protected by law. In accordance with USDA civil rights regulations and policies, this institution does not discriminate in employment or program participation. Reasonable accommodations are available upon request for qualified individuals with disabilities. Employment may be contingent upon completion of background checks or other compliance requirements consistent with federal and USDA regulations.