Customer Service Associate

Company Description Amylu Foods is a Female founded, high-growth, natural CPG company with over a century of tradition rooted in using fresh ingredients and hand-crafted recipes. As the pioneers of chicken sausage, we blend innovation with experience, bringing bold, fresh flavors to the table. From our Chicago roots, we’ve grown into a passionate, dedicated team of food enthusiasts, leading the category with our creative recipes, small-batch production, and constant flavor innovation. Celebrating over 100 years of culinary craftsmanship, we’re expanding our offerings and distribution nationwide, launching new and exciting products that continue to redefine the protein category. Role Description Amylu Foods is looking for a detail-oriented Order Entry / Customer Service Representative to own the order experience for some of our largest retail customers; from the moment an order is placed until product arrives at its destination. This role is the central connection point between our customers and our Sales, Logistics, Warehouse, Production Planning, and Finance teams, making sure every order is entered accurately, tracked closely, and delivered on time and in full. When something does not go as planned, such as a short shipment, a late delivery, or product that never arrived, you will be the person who digs in to find out why and make sure it gets where it needs to go. Primary Responsibilities Receive, review, and accurately enter customer orders received through EDI, customer portals, email, and phone into our ERP system in a timely manner Provide end-to-end order support, monitoring each order through production, warehouse picking, shipping, and final delivery Serve as the primary point of contact for assigned customer accounts, responding to inquiries on order status, product availability, pricing, and delivery timing Investigate and resolve order and fulfillment issues including shortages, delays, damages, and delivery discrepancies, identifying root cause and driving each issue to resolution Partner with Logistics, Warehouse, Production Planning, and carriers to coordinate shipments and delivery appointments, and proactively communicate any changes to customers and internal teams Review daily open order and shipment reports to catch potential issues before they impact the customer Work with Sales and Finance to resolve pricing discrepancies, deductions, credits, and returns Maintain accurate customer records, order documentation, and account requirements Track key service metrics such as fill rate and on time delivery, and recommend process improvements Build strong, trusted relationships with customer buyers, replenishment teams, and distribution centers Perform other related duties as assigned Skills and Qualifications 2+ years of experience in customer service, order management, or supply chain support, ideally in food, CPG, or manufacturing Experience supporting large national retail or club store accounts preferred Working knowledge of EDI order processing and ERP systems; NetSuite and SPS Commerce experience is a plus Proficient in Microsoft Office, particularly Excel and Outlook Strong problem-solving skills with a persistent, follow-through mindset Excellent written and verbal communication skills, with a professional phone presence Exceptional attention to detail and accuracy Ability to manage multiple priorities and deadlines in a fast-paced environment Customer first attitude and a collaborative, team-oriented approach Education and Experience High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Supply Chain, or a related field preferred Experience in a manufacturing or food production environment preferred Flexibility to support extended hours, weekends, or holidays during peak periods or to cover team absences Physical Demands and Work Environment Primarily office based, with occasional time on the production floor and in warehouse areas Must be able to work in a cold environment when needed Must be able to lift up to 25 lbs. Temperature: The production floor is maintained at approximately 40°F and freezer areas are 0°F or colder; other areas are moderate Noise: Ear protection is required on the production floor; noise levels in other areas are moderate Compensation and Benefits Summary Pay Range: $55,000–$70,000, commensurate with experience and qualifications. Comprehensive health, dental, and vision insurance. 401(k) retirement plan with a company match of up to 3.5% Paid Time Off (PTO) plus 40hrs paid sick leave plus 8 paid holidays. Amylu Foods is proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran, or disability status. Amylu Foods, LLC.