Senior Customer Service Representative

Senior Customer Service Representative

The Senior Customer Service Representative is a key customer-facing role responsible for managing high-priority customer accounts, supporting order fulfillment from entry through delivery, and ensuring a high level of service, accuracy, and responsiveness. This position serves as the primary point of contact for assigned Platinum-level customers and acts as a critical link between the customer, customer service, operations, scheduling, load planning, and other internal teams.

In this role, the Senior Customer Service Representative will manage complex customer needs, monitor order status, identify potential service risks, and proactively communicate updates, constraints, and solutions. The position requires a strong understanding of customer expectations, supply chain processes, shipping schedules, order flow, and fulfillment requirements. The successful candidate will be able to anticipate issues before they impact the customer, resolve escalations quickly and professionally, and coordinate cross-functionally to support on-time, in-full delivery.

This role also plays an important part in driving process improvement and operational excellence within the customer service function. The Senior Customer Service Representative will help monitor key service metrics such as order accuracy, on-time delivery, customer response time, resolution time, and backlog management. This individual will be expected to recommend improvements to systems, workflows, communication processes, and reporting tools that improve efficiency, reduce errors, and enhance the overall customer experience.

The ideal candidate is a seasoned customer service professional with strong order management, supply chain, and problem-solving experience. This person should be highly organized, detail-oriented, comfortable managing multiple priorities, and capable of building strong relationships with both customers and internal partners.

Job Qualifications

• 10–15+ years of experience in customer service, supply chain, order management, or operations.
• Experience working with key customer accounts and resolving customer issues.
• Strong understanding of the order process from order entry through delivery.
• Ability to work with internal teams such as operations, scheduling, load planning, and sales.
• Strong communication, organization, and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Experience using Microsoft Office, including Outlook, Word, and Excel.
• Experience with CMS, SalesPad, ERP, or order management systems preferred.
• Bachelor's degree preferred, or equivalent work experience.