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.

• 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 thelogisticsteam to ensure thetimelyandaccuratedelivery of products and communicating any delays or issues to customers.
• Documentation and Reporting:
  
  Maintainingdetailed 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.

• 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