Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as the primary point of contact for customers, brokers, and distributors, ensuring a high level of service and satisfaction. This position supports order processing, customer inquiries, and coordination between internal departments, including Sales, Production, Logistics, and Quality Assurance, to ensure accurate, timely fulfillment of customer needs in a fast-paced food manufacturing environment.

Key Responsibilities:

• Manage daily communication with customers regarding orders, pricing, product information, and delivery status.
• Enter, track, and update sales orders in the ERP system, assist with invoicing, and ensure accuracy and completeness.
• Monitor inventory availability and production schedules to provide customers with realistic order confirmations and ship dates.
• Coordinate with Production and Logistics teams to ensure timely fulfillment of customer orders.
• Respond promptly and professionally to customer inquiries, complaints, and requests, escalating issues as needed.
• Maintain accurate customer account records, including contracts, pricing, and contact information.
• Prepare and distribute order reports, sales summaries, and other documentation as required.
• Support Sales in new customer onboarding, including the setup of accounts and the communication of product and program details.
• Assist with customer audits, specification requests, and quality documentation.
• Proactively identify potential service issues and work cross-functionally to resolve them.

Ideal Candidate Profile:

• Bachelor's degree preferred; equivalent experience considered.
• 2+ years of customer service or account support experience, ideally in food manufacturing, consumer packaged goods, or distribution.
• Strong communication and problem-solving skills with a customer-first mindset.
• Proficiency in Microsoft Office (Excel, Word, Outlook); experience with ERP systems required (e.g., SAP, JD Edwards, NetSuite).
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of USDA, FDA, or foodservice distribution channels a plus.