Customer Service Representative

SUMMARY: 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/ Order Revisions: Managing and processing customer orders accurately and timely. Coordinating with cross-functional teams to ensure customer requirements are met.
• Daily Customer Interactions: Resolving Inquiries around orders and product availability: Addressing customer inquiries and concerns via phone, email, or chat, and providing information about products, services, and company policies.
• Handling Complaints: Managing and resolving customer complaints efficiently, including product issues, delivery problems, and service discrepancies.
• Sales Support: Assisting the sales team by providing customer feedback, managing accounts, and supporting promotional activities.
• Logistics Coordination: Works closely with the logistics team to ensure the timely and accurate delivery of products and communicating any delays or issues to customers.
• Documentation and Reporting: Maintaining detailed records of customer interactions, orders, and complaints, and generating reports to help improve customer service processes.
• Quality Assurance: Coordinating with the quality assurance team to address any product quality issues reported by customers.
• Cross Function Collaboration: Working with various departments such as production, logistics, and quality control to ensure customer satisfaction and address any issues that may arise.

QUALIFICATIONS & EDUCATION: 

• 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 PO's & invoicing purchase orders
• Proficient in excel, ERPs, and complaints platform, D365 preferred
• Experience with or B2B & B2C clients preferred
• Bi-Lingual (Spanish) preferred
• Food Manufacturing preferred