Customer Service Representative

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.

Issue Resolution

·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