Customer Service Representative

About the Role

The Customer Service Representative (CSR) is responsible for providing exceptional support to customers by managing orders, resolving issues, and ensuring timely communication. In a food manufacturing setting, the CSR plays a vital role in maintaining customer satisfaction while coordinating with internal teams to meet delivery and quality expectations.

Key Responsibilities

• Processing orders and order revisions accurately and timely, coordinating with cross-functional teams to ensure customer requirements are met
• Resolving customer inquiries and concerns via phone, email, or chat, and providing information about products, services, and company policies
• Managing and resolving customer complaints efficiently, including product issues, delivery problems, and service discrepancies
• Assisting the sales team by providing customer feedback, managing accounts, and supporting promotional activities
• Working closely with the logistics team to ensure timely and accurate delivery of products and communicating any delays or issues to customers
• Maintaining detailed records of customer interactions, orders, and complaints, and generating reports to help improve customer service processes
• Coordinating with the quality assurance team to address any product quality issues reported by customers
• Working with various departments such as production, logistics, and quality control to ensure customer satisfaction and address any issues that may arise

Qualifications & Experience

• Bachelor's Degree preferred in business or other related field
• Five (5) + years of Customer Service experience
• Demonstrated experience in managing customer accounts
• Experience supporting and communicating cross-functionally
• Experienced in documentation of all customer interactions, especially complaints
• Experience with POs and invoicing purchase orders
• Proficient in Excel, ERPs, and complaints platform; D365 preferred
• Experience with B2B and B2C clients preferred
• Bi-Lingual (Spanish) preferred
• Food Manufacturing experience preferred