Senior Customer Service Representative

Golden State Foods

Golden State Foods is a distinguished leader in the food service industry, offering an extensive array of products and services to a diverse clientele. Rooted in the values of quality service and integrity, we are dedicated to creating a supportive and inclusive atmosphere where employees can advance, innovate, and contribute to our ongoing success.

Manages high volume accounts from order processing to invoicing, ensuring accurate and timely fulfillment. The role coordinates with cross-functional teams, communicates with customers on order status and service updates, and resolves issues or escalations as needed. Additionally, the position supports product launches, promotions, customer transitions, credit requests, and KPI tracking.

Essential Functions:

• Owns end to end life cycle management of high-volume customer accounts, including order processing, order confirmation, and invoicing.
• Works cross functionally with production, warehouses, and transportation providers to ensure orders are fulfilled as scheduled.
• Serves as a primary point of contact for customers, delivering clear and professional communication on order status, production changes, and service disruptions.
• Manages and resolves customer escalations promptly, addressing shipping discrepancies and service-related complaints.
• Evaluates customer credit requests and determines appropriate disposition and corrective actions.
• Tracks order fulfillment metrics to support KPI reporting.
• Provides operational and customer support for new product launches, promotions, and customer transitions.
• Performs other related and assigned duties as necessary.

Minimum Qualifications: Education and experience equivalent to:

Education/Certification:

• High school diploma or equivalent

Experience:

• 1 to 3 years of relevant work experience in customer service or order processing

Knowledge of:

• Basic office equipment and machinery (PCs, copiers, fax machines, adding machines, calculators, etc.) (E)
• Order processing concepts and procedures (E)
• Shipping and receiving concepts and techniques (J)
• Products (B)
• Promotions (B)
• Customer service concepts and techniques (E)
• D365 computing environment (B)
• Distribution concepts and procedures (B)
• PC word processing/spreadsheet software applications (J)

Skill and ability to:

• Communicate and coordinate effectively with internal and external customers
• Resolve customer complaints effectively and efficiently
• Work independently
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Act in accordance with GSF's Values and Creed

Why Join Us Golden State Foods (GSF) is one of the largest diversified suppliers in the food industry, manufacturing a range of products including sauces, dressings, condiments, syrups, and toppings for leading restaurant and retail brands. Join GSF and grow your career with a global food industry leader who:

• People First: At Golden State Foods, we're not just a company; we're a dynamic community where your talents are celebrated, and your ambitions are nurtured.
• Values Driven: Our core values drive everything we do, creating a culture of innovation, integrity, and excellence. But we're not content with just being great; we strive for greatness in every aspect of our work.
• People Development: At GSF we strive to continually develop our people to prepare us all for the needs of tomorrow.
• Philanthropy & Sustainability: We're committed to making a difference beyond our walls through philanthropy and sustainability efforts across all our locations around the globe.
• Extensive Benefits: Golden State Foods believes in a holistic approach to wellness focusing on the whole person with benefits that support those needs.

Equal Opportunity Employer: We're proud to be an equal opportunity employer. Our company values diverse perspectives and is committed to creating an inclusive and respectful workplace where every person is supported and empowered to thrive.