JOB SUMMARY
The Customer Service Representative plays a critical role in customer execution, operational performance, and supply chain coordination within a fast-paced manufacturing environment. This position manages the full customer order lifecycle, ensuring accurate order processing, proactive communication, and on-time fulfillment.
Serving as a key liaison between customers and internal teams — including Production, Supply Chain, Logistics, Sales, Finance, Quality, Shipping, and Warehouse Operations — this role drives seamless execution and delivers a high level of customer satisfaction.
The ideal candidate is detail-oriented, proactive, and solutions-driven, with strong communication, analytical, and organizational skills. Success in this role requires the ability to manage competing priorities, anticipate risks, resolve issues quickly, and thrive in a dynamic, team-focused environment.
ESSENTIAL DUTIES & RESPONSIBILITIES
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The following are essential job duties. Additional responsibilities may be assigned based on business needs.
- Regular, reliable, and punctual attendance is required to effectively perform the responsibilities of this role.
KEY RESPONSIBILITIES
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Manage the full lifecycle of customer orders from receipt through shipment confirmation with a high degree of accuracy and responsiveness.
- Review and validate customer orders, pricing, freight terms, status updates and issue resolution to ensure flawless execution.
- Maintain strong ownership of customer commitments by proactively identifying and resolving fulfillment risks before they impact delivery performance.
- Monitor and prioritize open orders daily to align customer expectations with production and fulfillment capabilities.
- Serve as the primary point of contact for customer order inquiries, order status updates, and issue resolution.
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Build and maintain strong customer relationships through responsive communication and operational excellence.
Cross-Functional Coordination
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Serve as a central point of coordination between Sales, Production, Supply Chain, Purchasing, Logistics, Quality, Shipping, and Warehouse teams.
- Drive alignment, communication and execution across departments to ensure customer commitments are achieved accurately and on schedule
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Partner with internal stakeholders to resolve supply constraints, scheduling conflicts, inventory shortages, and shipment issues with urgency and professionalism.
- Monitor inventory levels and customer demand trends to support proactive fulfillment planning.
- Coordinate shipment readiness and carrier pickups to meet customer delivery schedules and operational priorities.
Customer Experience & Problem Resolution
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Deliver a high level of customer service through timely communication, responsiveness, and professional issue resolution.
- Investigate and resolve order discrepancies, shipment delays, damages, returns, and customer concerns efficiently and thoroughly.
- Build credibility and trust with internal and external customers by demonstrating ownership, reliability, and consistent follow-through.
- Identify opportunities to improve processes, increase efficiency, reduce errors, and strengthen customer satisfaction.
- Contribute to a culture of accountability, continuous improvement, and operational excellence.
- Support OTIF delivery performance through proactive order monitoring, issue escalation, and cross-functional coordination.
Qualifications
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3+ years of experience in order management, customer operations, supply chain, logistics, or manufacturing environments.
- Experience working within ERP systems required; Plex and EDI experience strongly preferred.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent communication, problem-solving, and cross-functional collaboration skills.
- Highly detail-oriented with strong follow-through and a sense of urgency.
- Proficiency in Microsoft Excel and operational reporting tools preferred.
- Solid understanding of supply chain, inventory management, and fulfillment processes.
The Successful Candidate Will Demonstrate:
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Strong ownership mentality and accountability
- Ability to perform under pressure with consistency and accuracy
- Proactive communication and problem-solving skills
- Operational agility and adaptability
- Customer first mindset balanced with business priorities
- Professionalism, responsiveness, and execution focus
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Strong analytical and critical thinking abilities
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Ability to collaborate effectively within a cross-functional team environment
WHY JOIN US?
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Play a key role in the launch of a next-generation facility
- Work with a collaborative and innovative-driven team
- Help deliver high-quality, safe, and delicious food products to consumers
- Contribute to the future of food manufacturing through automation and sustainability
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Comprehensive Benefits Package including: Medical, Dental, Vision, FSA/HSA, Life and AD&D insurance, Short-term Disability, Long-term Disability, Supplemental Life and AD&D Insurance, 401(k) matching, Accident Insurance, Critical Illness Insurance, Employee Assistance Program, Gym Membership Reimbursement, Paid Time Off, Paid Holidays.
