Customer Solutions Representative

POSITION OVERVIEW We’re seeking a seasoned Customer Solutions Representative who excels at solving complex customer challenges and driving meaningful business outcomes. This is a strategic, high-impact role, not entry-level. You will step in with authority, take ownership of critical customer issues, and deliver results from day one. In this role, you will manage the end-to-end customer lifecycle, from pre-sales support and order management to billing, collections, and issue resolution. Leveraging phone and email you will analyze problems, identify root causes, and collaborate cross-functionally to implement seamless, long-term solutions. Exceptional communication, relationship management, and problem-solving skills are essential, as you will represent our products and services while ensuring a superior customer experience. We’re looking for a proactive, confident professional who can drive customer satisfaction and operational excellence across the organization. KEY RESPONSIBILITIES This is not a traditional customer service role. The position focuses on analyzing and resolving complex issues, exercising independent judgment, and collaborating across teams to deliver effective solutions. It does not involve high-volume call handling or scripted responses typical of a call-center environment. Serve as a trusted point of contact for internal and external stakeholders, delivering precise, professional, and timely communication. Partner strategically with Production, Logistics, Quality, and Accounting to resolve complex customer and operational inquiries, ensuring smooth processes across teams. Lead resolution of high-impact customer requests across all channels (phone & email), including order processing, inventory management, product recommendations, and lead-time challenges. Proactively communicate critical updates, delays, or changes to drive customer satisfaction. Oversee the end-to-end order lifecycle, from order entry and tracking to confirmations, coordination with Logistics and Production for on-time delivery. Manage exceptions and escalations, including returns, credit adjustments, and custom labeling, ensuring issues are resolved efficiently and accurately. Maintain deep subject-matter expertise in products, catalogs, sales teams, promotional programs, and internal systems to provide authoritative guidance and support business decisions. Identify ways to improve processes, collaborate with leadership, and help drive smooth operations that create outstanding experiences for our customers. Maintain accurate and detailed records of customer interactions, solutions, and follow-ups in CRM or other tracking systems. Responsibilities may evolve to support the needs of the business QUALIFICATIONS Minimum 2-4 years of experience in customer service, account management, order processing, collections, or related roles. Experience learning and applying complex products, systems, or processes to resolve customer issues and deliver solutions. Strong communication skills, with the ability to explain complex information clearly and concisely. Exceptional relationship-building skills and a focus on driving positive outcomes across both customer interactions and internal team collaboration. Bachelor’s degree in business or related field PERFERRED SKILLS Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Experience with SAP, Salesforce, or other CRM systems preferred. Comfortable navigating multiple applications and screens to research, track, and resolve customer issues efficiently. Strong ability to leverage technology to enhance the customer experience and streamline internal processes. COMPENSATION Annual Bonus: 5% of base salary, based on company and/or individual performance Medical insurance Vision insurance Wellness Program 401k Matching HSA/FSA LifeLock Identity Theft Protection STD/LTD Life Insurance Tuition Reimbursement REPORTING RELATIONSHIP Reports to: Customer Service Manager LOCATION This is a hybrid role. Travel to World’s Finest Chocolate’s Chicago headquarters is required at least one week per month. EQUAL OPPORTUNITY EMPLOYER World’s Finest Chocolate is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We celebrate diversity and are dedicated to providing an environment of respect and inclusivity for all employees. #J-18808-Ljbffr