CUST SVC REP

JOB SUMMARY

The Customer Service Representative plays a critical role in customer execution, operational performance, and supply chain coordination within a fast-paced manufacturing environment. This position manages the full customer order lifecycle, ensuring accurate order processing, proactive communication, and on-time fulfillment.

Serving as a key liaison between customers and internal teams — including Production, Supply Chain, Logistics, Sales, Finance, Quality, Shipping, and Warehouse Operations — this role drives seamless execution and delivers a high level of customer satisfaction.

The ideal candidate is detail-oriented, proactive, and solutions-driven, with strong communication, analytical, and organizational skills. Success in this role requires the ability to manage competing priorities, anticipate risks, resolve issues quickly, and thrive in a dynamic, team-focused environment.

ESSENTIAL DUTIES & RESPONSIBILITIES

• The following are essential job duties. Additional responsibilities may be assigned based on business needs.
• Regular, reliable, and punctual attendance is required to effectively perform the responsibilities of this role.

KEY RESPONSIBILITIES

• Manage the full lifecycle of customer orders from receipt through shipment confirmation with a high degree of accuracy and responsiveness.

• Review and validate customer orders, pricing, freight terms, status updates and issue resolution to ensure flawless execution.
• Maintain strong ownership of customer commitments by proactively identifying and resolving fulfillment risks before they impact delivery performance.

• Monitor and prioritize open orders daily to align customer expectations with production and fulfillment capabilities.

• Serve as the primary point of contact for customer order inquiries, order status updates, and issue resolution.
• Build and maintain strong customer relationships through responsive communication and operational excellence.

Cross-Functional Coordination

• Serve as a central point of coordination between Sales, Production, Supply Chain, Purchasing, Logistics, Quality, Shipping, and Warehouse teams.
• Drive alignment, communication and execution across departments to ensure customer commitments are achieved accurately and on schedule
• Partner with internal stakeholders to resolve supply constraints, scheduling conflicts, inventory shortages, and shipment issues with urgency and professionalism.

• Monitor inventory levels and customer demand trends to support proactive fulfillment planning.
• Coordinate shipment readiness and carrier pickups to meet customer delivery schedules and operational priorities.

Customer Experience & Problem Resolution

• Deliver a high level of customer service through timely communication, responsiveness, and professional issue resolution.
• Investigate and resolve order discrepancies, shipment delays, damages, returns, and customer concerns efficiently and thoroughly.
• Build credibility and trust with internal and external customers by demonstrating ownership, reliability, and consistent follow-through.

• Identify opportunities to improve processes, increase efficiency, reduce errors, and strengthen customer satisfaction.
• Contribute to a culture of accountability, continuous improvement, and operational excellence.
• Support OTIF delivery performance through proactive order monitoring, issue escalation, and cross-functional coordination.

Qualifications

• 3+ years of experience in order management, customer operations, supply chain, logistics, or manufacturing environments.
• Experience working within ERP systems required; Plex and EDI experience strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Highly detail-oriented with strong follow-through and a sense of urgency.
• Proficiency in Microsoft Excel and operational reporting tools preferred.
• Solid understanding of supply chain, inventory management, and fulfillment processes.

The Successful Candidate Will Demonstrate:

• Strong ownership mentality and accountability
• Ability to perform under pressure with consistency and accuracy
• Proactive communication and problem-solving skills
• Operational agility and adaptability
• Customer first mindset balanced with business priorities
• Professionalism, responsiveness, and execution focus
• Strong analytical and critical thinking abilities
• Ability to collaborate effectively within a cross-functional team environment 

WHY JOIN US?

• Play a key role in the launch of a next-generation facility 
• Work with a collaborative and innovative-driven team 
• Help deliver high-quality, safe, and delicious food products to consumers 

• Contribute to the future of food manufacturing through automation and sustainability
• Comprehensive Benefits Package including: Medical, Dental, Vision, FSA/HSA, Life and AD&D insurance, Short-term Disability, Long-term Disability, Supplemental Life and AD&D Insurance, 401(k) matching, Accident Insurance, Critical Illness Insurance, Employee Assistance Program, Gym Membership Reimbursement, Paid Time Off, Paid Holidays.