Customer Service Representative

Reporting to

Sales

Direct Reports

N/A

Functional Reporting Lines

Sales, Logistics, Production Planning, Finance

Position Purpose, Responsibilities, and Key Duties

As a Customer Service Representative, you play a pivotal role in ensuring an outstanding customer experience by managing the order-to-cash process, coordinating customer requests, and serving as the primary communication link between customers and internal departments.

In this role, you will ensure accurate order processing, timely deliveries, proactive customer communication, and continuous improvement of customer service performance.

Key Responsibilities

Customer Order Management

• Process customer purchase orders accurately in the ERP system;
• Review pricing, customer agreements, and product availability;
• Issue order confirmations and maintain order accuracy;
• Manage order changes, cancellations, and customer requests.

Customer Service & Communication

• Serve as the primary point of contact for assigned customers;
• Respond promptly to inquiries regarding orders, deliveries, inventory, and products;
• Coordinate with Sales, Planning, Warehouse, and Logistics to resolve customer issues;
• Maintain strong professional relationships with customers.

Logistics & Order Fulfillment

• Coordinate shipment scheduling with warehouse and carriers;
• Monitor open orders and delivery performance;
• Prepare shipping documentation when required;
• Track deliveries and proactively communicate delays.

Reporting & Continuous Improvement

• Monitor customer service KPIs (On-Time Delivery, Fill Rate, OTIF);
• Assist with customer scorecards and service reviews;
• Maintain accurate customer master data;
• Identify opportunities to improve customer service processes and efficiency.

Position Requirements

Qualifications and Prerequisites

• Experience : 25 years of customer service experience in manufacturing or FMCG preferred;
• Education : Associate's or Bachelor's degree in Business, Supply Chain, Logistics, or related field;
• Languages : Fluent English required; Spanish is considered a plus.

Technical Skills

• ERP systems (SAP, Microsoft Dynamics, or similar), Microsoft Excel, Outlook;

Soft Skills

• Excellent communication and interpersonal skills;
• Strong organizational and multitasking abilities;
• Customer-focused mindset with problem-solving capabilities;
• Ability to work under pressure and manage multiple priorities;
• Team player with a proactive, hands-on attitude.

Eligibility

• Must be able to work on-site at our Battleboro, NC facility;
• Must be authorized to work in the United States;
• Relocation assistance is not provided.