Customer Service Representative

About Circle U Foods, Inc.

At Circle U Foods, we’re passionate about delivering high-quality products and outstanding service. Our mission is simple: exceed expectations through innovation, efficiency, and a commitment to food safety.

We’re proud of our inclusive culture that celebrates diversity and empowers our team to thrive. We strive to create an environment that drives accountability and continuous improvement.

With a focus on safety, transparency, and ethical practices, we partner with our customers and stakeholders to build lasting value. Circle U Foods is more than a business—we’re a family dedicated to making a positive impact in our industry and community.

Job Summary

The Customer Service Representative serves as the primary point of contact for customers, ensuring proactive communication and an exceptional customer experience. This role partners closely with Operations, Production, Quality, Inventory Control, Shipping & Receiving, Purchasing, and Accounting to coordinate customer requirements, manage order fulfillment, resolve issues, and ensure customer expectations are met from order receipt through delivery. The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced food manufacturing environment.

Key Responsibilities

Customer Account Management

• Serve as the primary point of contact for assigned customers, building and maintaining positive working relationships through consistent communication, responsiveness, and follow-through.
• Maintain a high level of professionalism while delivering exceptional customer service.
• Foster strong customer relationships by providing timely updates, managing expectations, and ensuring an overall positive customer experience.

Order Management

• Review, coordinate, and manage customer orders throughout the fulfillment process to ensure accuracy, timely communication, and successful delivery.
• Review customer orders for discrepancies and coordinate changes with the appropriate internal departments.
• Process order modifications, cancellations, and special customer requests while communicating operational impacts as needed.
• Coordinate with Production and Operations to ensure customer requirements and delivery deadlines are met.

Customer Communication

• Respond promptly to customer inquiries via phone, email, or other communication platforms.
• Provide accurate information regarding products, order status, shipping schedules, lead times, and delivery expectations.
• Proactively communicate order changes, delays, inventory constraints, or other issues that may impact customer expectations.
• Investigate and resolve customer concerns related to orders, product quality, shipping, or service by collaborating with internal departments.
• Take ownership of customer issues from initial report through final resolution while keeping customers informed throughout the process.
• Escalate complex customer concerns to management when appropriate.

Cross-Functional Collaboration

• Work closely with Production, Quality, Inventory Control, Shipping & Receiving, Purchasing, Operations, and Accounting to coordinate customer requirements and ensure accurate order fulfillment.
• Collaborate across departments to resolve discrepancies, minimize delays, and support efficient operations.
• Communicate customer priorities and operational challenges effectively to internal teams.

Product Knowledge

• Develop and maintain a strong working knowledge of company products, packaging options, manufacturing capabilities, and customer requirements.
• Utilize product knowledge to accurately answer customer questions and provide appropriate solutions.

Transportation Coordination

• Coordinate inbound and outbound transportation with internal logistics personnel and external carriers.
• Schedule pickups and deliveries to meet customer timelines and operational requirements.
• Monitor shipments, communicate transportation updates, and assist in resolving transportation-related issues.

Inventory and Product Availability

• Communicate product availability, lead times, and inventory constraints to customers.
• Coordinate with Operations to provide realistic delivery expectations and communicate any changes promptly.

Documentation

• Maintain accurate records of customer interactions, order documentation, shipping information, transportation schedules, and customer communications.
• Ensure documentation is complete, accurate, and maintained in accordance with company procedures.
• Track customer issues and resolutions to support continuous improvement efforts.

Continuous Improvement and Performance Support

• Identify recurring customer concerns or process improvement opportunities and communicate recommendations to management.
• Assist in monitoring customer service performance metrics, including order accuracy, response times, on-time delivery, and customer satisfaction.
• Support continuous improvement initiatives that enhance operational efficiency and customer satisfaction.

Education and/or Work Experience Requirements

• Education: High school diploma or equivalent required.
• Experience: Minimum of two (2) years of customer service experience, preferably within a manufacturing or food production environment. Experience in logistics or transportation coordination is preferred.
• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service and relationship-building skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize multiple tasks and manage competing priorities in a fast-paced manufacturing environment.
• Strong problem-solving, critical thinking, and conflict resolution skills.
• Proficiency using customer order management software, transportation scheduling tools, and Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Bilingual (English/Spanish) preferred.

Physical Requirements and Working Conditions

• Work is primarily performed in an office environment located within an active manufacturing facility.
• Ability to sit for extended periods while working at a desk and computer.
• Frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment.
• Ability to read information from computer screens, reports, forms, and other business documents.
• Frequent verbal communication with employees, visitors, vendors, and other stakeholders in person and by phone.
• Ability to stand and walk for short periods during the workday.
• Occasional lifting, carrying, pushing, or pulling of office materials and supplies weighing up to 30 pounds.
• Occasional exposure to a manufacturing environment, including varying temperatures, machinery noise, dust, odors, and food production activities.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Other Duties

• Follow food safety and quality protocols.
• Follow GMPs (Good Manufacturing Practices), housekeeping and safe work practices.
• Other duties as assigned.

Circle U Foods offers a benefits package that includes

• Company paid employee-only health (HMO), dental, vision, and life insurance. A PPO health plan is offered with a cost share.
• Voluntary insurance plans for short-term disability coverage, Accident, Hospital and Critical Illness.
• Additional voluntary life insurance policy available
• Accrued Paid Time Off: 0-5 years, 2 weeks; 5-10 years, 3 weeks; 10+ years 4 weeks

Equal Opportunity Employer

Circle U Foods, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Conditions of Employment

• Eligibility to Work: Applicants must be legally authorized to work in the United States and provide appropriate documentation to complete the I-9 verification process.
• Age Requirement: Applicants must be at least 18 years of age.
• Transportation Requirement: Applicants must have reliable transportation to and from work to meet job attendance and punctuality requirements.
• Pre-Employment Screening: Candidates must successfully pass a background check and drug test.