Sr. Customer Service Specialist

Senior Customer Service Specialist

At CJ Schwan's, we don't just make food we help create moments that matter. From kids devouring pizza after soccer practice, to students laughing over dumplings in a cafeteria, to families enjoying pie during the holidays, our team members play an important role in bringing those everyday moments to life. Our portfolio includes iconic pizzas, global flavors, and timeless desserts from brands like Red Baron, bibigo, Tony's, Big Daddy's, Freschetta, Pagoda, Edwards and Mrs. Smith's . Enjoyed in homes, schools, restaurants and just about everywhere people shop and eat, our products reflect a commitment to quality, innovation, and the power of food to bring people together.

Join our Customer Service team as a Senior Customer Service Specialist, where you will play a critical role in delivering exceptional customer experience. You'll serve as the primary point of contact for order management, partnering with customers, Sales, Supply Chain, Transportation, and Distribution to ensure orders are delivered accurately and on time. If you enjoy solving complex problems, building strong relationships, and identifying ways to improve processes, this is an opportunity to make a meaningful impact every day.

What You Will Do:

Order Execution

• Manage customer orders from receipt through delivery, ensuring accurate billing and timely, complete shipments.
• Partner with customers to resolve order changes and exceptions while optimizing inventory flow.
• Coordinate with manufacturing, distribution, transportation, Sales, and Sales Planning to proactively resolve fulfillment issues.
• Ensure compliance with KSOX and regulatory requirements throughout the order management process.
• Arrange transportation as needed, balancing customer expectations with cost-effective shipping solutions.

Reporting & Analysis

• Analyze inventory and customer demand to identify potential shortages and develop proactive solutions.
• Communicate inventory constraints and product availability to customers and internal stakeholders.
• Monitor customer service metrics and scorecards to identify trends and recommend service improvements.
• Prepare KPI reporting for key customer accounts and monthly case fill performance.

Problem Solving & Collaboration

• Partner cross-functionally with Sales, Supply Chain, Transportation, IT, and other teams to resolve customer issues and improve the order-to-delivery experience.
• Participate in customer and cross-functional meetings to strengthen relationships and support business objectives.
• Identify recurring issues, recommend process improvements, and help implement solutions that improve service while reducing costs.
• Escalate significant inventory or delivery issues and provide recommendations to minimize future disruptions.

What We Look For:

• 5+ years of experience in customer service, customer support, or process improvement role
• Experience in the consumer-packaged goods (CPG) or supply chain industry preferred
• Results-driven with strong organizational and prioritization skills
• Strong problem-solving, communication, and interpersonal skills, with the ability to build relationships, collaborate effectively, and deliver excellent customer service
• Proficient in Microsoft Office (Excel, Word, and Outlook); SAP experience is a plus

What We Offer:

The base salary range for this position is $60,000 to $99,000 annually, with eligibility for a 10% annual incentive bonus based on organizational performance. The range reflects factors such as experience, skills, education, certifications, and location, and starting salary may fall anywhere within the stated range.

Beyond base salary, we offer a competitive Total Rewards package designed to support your overall well-being, including comprehensive health benefits, time off programs, and retirement and financial offerings.

CJ Schwan's and its subsidiaries are Equal Opportunity Employers. All qualified applicants will be considered without regard to race, color, religion, gender, age, disability, veteran status, national origin, or any other protected characteristic. We provide reasonable accommodation for individuals with disabilities or sincerely held religious beliefs. For accommodation requests or assistance with the application, please email View email address on click.appcast.io.