Customer Service Representative

Job Details

Location:

BLU National Offices - Coppell, TX 75019

Position Type:
Full Time

Education Level: Bachelors Degree

Travel Percentage:
None

Job Shift: Day

Job Category:
Customer Service

The Customer Service Representative is responsible for leading the role as a liaison between Customers/Distributors and Barcel USA, understanding customer priorities, proposing and implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.

• Lead the dual role as liaison between Customers/Distributors and Barcel USA, ensuring timely issue resolution.
• Work with multiple departments—Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting—as well as other key initiatives to meet customer requirements.
• Collaborate with other leaders to develop and implement strategic plans that meet customers’ current and future supply‑chain capability needs and demand while improving productivity, quality, operations, and KPIs.
• Work closely with the Quality organization to ensure continuous improvement of Quality programs and rapid response to any quality‑related events, including US & Exports operations.
• Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
• Manage a high volume of Supply Chain requests or communications via phone and/or email.
• Collaborate with the next appropriate level of customer support to seek resolution for challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, Sales Force) and ensure consistent adherence to department policies and procedures.
• Make effective independent decisions for day‑to‑day issues that do not require team discussion.
• Involve fellow team members in collaborative or team‑empowered decisions based on the company’s vision & mission.
• Assist in worksite analysis by identifying unrecognized potential hazards and work‑related injuries, participating in a safety committee.
• Identify areas to improve the operational integrity of claims management processes.
• Work with Transportation to dispute and process carrier charge‑backs.
• Identify and communicate areas for process improvement to management.
• Aid in developing customer input into Supply Chain strategic initiatives and annual plans.
• Lead the development of system enhancements to mitigate manual work and future expenses.
• Propose new processes to drive continuous improvement and reduce inefficiencies.
• Support order‑management team goals and initiatives to become a more proactive customer‑support organization.
• Be flexible while driving for results, even when requirements are not fully defined.
• Demonstrate capability of thoroughly reviewing and sense‑checking results so analysis is right the first time.
• Understand the broader business context of the industry and judge considerations such as cost, service levels, and lead times.
• Apply critical thinking and problem‑solving skills.
• Work effectively with cross‑functional teams and contribute positively to projects.
• Encourage team members to seek opportunities for simplification and improvement.
• Ensure physical protection through proper use of protective equipment (PE).
• Ensure compliance with applicable occupational safety and health regulations.

• Five years’ experience in Customer Service.
• Food or CPG Industry experience a plus.
• Bachelor’s degree in supply chain management or related field a plus.

• Analytical
• Problem Solver
• Decisive
• Detail-Oriented
• Organized
• Information Seeker

• Collaborative
• Adaptable
• Assertive
• Team player
• Empathetic
• Personable

• Persistent
• Result-driven
• Self‑motivated
• Goal‑Oriented
• Ambitious
• Initiative

Barcel USA takes pride in our people‑centric culture—We Value the Person is our Core Belief. In addition to competitive pay and comprehensive benefits, we are committed to providing a safe and inclusive work environment that appreciates all dimensions of diversity, promotes personal and professional development opportunities, and allows our associates to be their authentic selves.

Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, reassignment, layoff, discharge, education, training, and all other working conditions.