Customer Service - Customer Service Representative

Job Description

SUMMARY

Serve as a frontline operational partner to customers and internal teams by delivering accurate, responsive support across all communication channels and ensuring seamless execution of the end-to-end order-to-cash process. The CSR I guides customers through ordering, documentation, issue resolution, and account support while reinforcing digital adoption and contributing to operational efficiency as the organization evolves.

ESSENTIAL FUNCTIONS

Customer Communication & Account Support Serve as a primary point of contact for customers via phone, email, and other supported digital channels (e.g., chat as introduced). Respond to inquiries related to orders, inventory availability, pricing, contract status, documentation, and payment status. Manage inbound and outbound communication to ensure timely follow-up and clear resolution. Support onboarding of new customers by explaining ordering processes, documentation requirements, and digital tools. Order Lifecycle Management Accurately enter, confirm, modify, and track customer orders within designated systems. Monitor orders from placement through fulfillment and delivery, proactively addressing issues. Coordinate with Warehouse Operations, Logistics, Sales, and Finance to resolve discrepancies or fulfillment challenges. Support customers with substitutions, availability checks, and delivery timing updates. Webstore & Digital Support Assist customers with webstore navigation, account setup, online ordering, and troubleshooting. Reinforce digital ordering adoption while maintaining service standards. Identify recurring digital friction points and escalate appropriately. Receive, validate, distribute, and maintain customer documentation (contracts, tax exemptions, credit forms, etc). Support Sales by managing documentation flow and maintaining accurate system records. Ensure customer master data and account information remain accurate and complete in system-of-record platforms. Receive and document customer complaints; conduct initial investigation and remediation within defined authority. Escalate higher-impact issues appropriately while maintaining communication ownership. Identify patterns in recurring issues and surface insights for improvement. Cross-Functional Coordination Partner closely with Sales, Warehouse Operations, Logistics, Finance, and Sales Operations to ensure aligned and accurate execution. Follow established SOPs and utilize designated systems as the single source of truth. Participate in process improvement initiatives that enhance service quality and operational efficiency.

KNOWLEDGE, SKILLS AND ABILITIES

High school diploma or GED required; associate degree or relevant coursework in business, operations, or a related field preferred. Equivalent combination of education and experience considered. 1–3 years of experience in customer service, order management, sales support, or related operational roles within a B2B environment. Experience working within ERP and/or CRM systems; familiarity with Microsoft Dynamics 365 (F&O and/or CE) preferred. Proficiency in Microsoft 365 tools, including Outlook, Excel, and Teams, for communication, reporting, and workflow coordination. Experience supporting digital ordering platforms or webstore environments preferred. Demonstrated ability to collaborate cross-functionally with operations, logistics, finance, and commercial teams. Strong written and verbal communication skills across phone and digital channels. High attention to detail with accuracy in data entry and documentation management. Ability to manage multiple priorities effectively in fast-paced environments. Sound professional judgment in issue resolution and escalation decisions. Strong collaboration and teamwork skills across diverse stakeholders. Comfortable navigating multiple systems simultaneously while maintaining organization. Adaptable to evolving processes, automation initiatives, and digital transformation efforts. Customer-focused mindset with solution-oriented problem solving.

WORKING CONDITIONS

Typical standard office environment most of the time, may visit a production facility, warehouse, or farm on occasion. Must be able to wear of required personal protective equipment and adhere to all safety protocols. #J-18808-Ljbffr Soufflet Malt Family of Companies