Customer Service Representative

Position: Customer Service Representative 2

Join to apply for the Customer Service Representative 2 role at Dawn Foods Global

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research‑driven insights and innovations, and products and expertise they can depend on. As a family‑owned company, our commitments to our people, products, customers, and corporate values are all part of our recipe for success.

Why

work for Dawn Foods?

PEOPLE. PRODUCTS. CUSTOMERS

Why should you apply? We invest in you!

• Industry‑leading health insurance on Day 1!
• Competitive Pay
• 401(k) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family‑owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce.

Job Purpose And Overview

The Customer Service Representative 2 is the initial point of contact for customers and our sales team, providing support in various aspects of order processing. This role ensures operational excellence through knowledge, responsibility, and efficient processes. The Representative helps resolve complex issues, manages customer complaints, and works closely with cross‑functional teams to maintain a best‑in‑class customer experience.

The typical schedule is Monday–Friday, 8:00 AM–5:00 PM
. Fridays are 7:30 AM–4:30 PM
, with flexibility based on customer needs, regional demands, or leader direction. The role follows a hybrid model requiring three days per week onsite at the Distribution Center in Romulus, Michigan. Relocation assistance is not available.

What will you do as a Customer Success Rep 2 at Dawn Foods?

• Manage assigned accounts through open lines of communication, regular check‑ins, order updates, and driving e‑commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
• Own House Accounts, which includes all communication and order management with the customer.
• Mentor CSR I’s by providing training and working with them on troubleshooting/escalations.
• Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively.
• Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.
• Collaborate directly with cross‑functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
• Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals.
• Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re‑alignments.
• Be a Subject Matter Expert for all Dawn‑facilitated platforms.
• All other duties and responsibilities as assigned by Customer Success management.

What Does It Take to be a Customer Success Rep 2 at Dawn Foods?

• High school diploma/GED
• 3+ Years of Customer Service in an office environment, assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support‑related role can also be considered.
• Strong Problem‑Solving Skills
• Detail Oriented with the ability to multi‑task and work independently.
• Excellent verbal and written communication skills

Preferred Qualifications

• Bilingual – Fluency in Spanish Highly Preferred
• Salesforce Experience
• SAP Experience

Physical Demands & Work Environment

• Ability to work in a Professional office environment and effectively work from home.
• Team Member must regularly lift and/or move up to 25 pounds.
• Team member must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers.

About Our Benefits

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well‑being…