Position Summary
Cocoa Ridge is looking for a Customer Service/Administrative Assistant who will serve as the primary point of contact for our wholesale and retail customers, ensuring orders are processed accurately and that any questions, concerns, or issues are handled promptly and professionally. This role sits at the intersection of sales support, order management, and relationship building, and is a great fit for someone who is organized, personable, and thrives in a fast-paced environment. This role reports to the CEO.
Cocoa Ridge is a newly formed holding company for Kargher Chocolate, a 40+ year old manufacturer of chocolate chips and nonpareils. The company also manufactures products for Zitner's Fine Confectioners, a Philadelphia Easter tradition. The role will be based in the company's headquarters in Hatfield, PA.
Key Responsibilities
- Serve as the day-to-day point of contact for wholesale customers, distributors, and retail accounts via phone and email
- Process customer orders accurately and in a timely manner, coordinating with production and warehouse teams to confirm availability and shipping timelines
- Track and communicate order status, shipment updates, and delivery confirmations to customers proactively
- Resolve customer complaints, short shipments, damaged goods claims, and billing discrepancies with a solutions-first approach
- Maintain accurate customer account records including contact information, order history, and pricing agreements in the company's systems
- Assist with quotes, sample requests, and new account setup
- Collaborate with the production planning and logistics teams to manage order changes, rush requests, and seasonal volume spikes
- Monitor open orders and follow up on outstanding or delayed shipments
- Support the onboarding of new customers by explaining ordering processes, lead times, and product specifications
- Prepare basic reports on order activity, account status, and open issues as requested
- Assist with trade show preparation, customer mailings, and other sales support tasks as needed
- Follow all company policies, confidentiality guidelines, and food safety communication standards
Qualifications
Required
- High school diploma or GED required; Associate's or Bachelor's degree in Business, Communications, or a related field preferred
- 2–5 years of experience in a customer service, inside sales support, or order management role
- Strong verbal and written communication skills with a professional and friendly phone manner
- Highly organized with the ability to manage multiple open orders and customer inquiries simultaneously without losing track of details
- Proficient in Microsoft Office, particularly Excel and Outlook; comfortable learning new order management or ERP systems
- A problem-solver who stays calm under pressure and takes ownership of issues through to resolution
- Reliable, punctual, and a strong team player
Preferred
- Experience in a food, consumer goods, or manufacturing environment
- Familiarity with order management or ERP systems (e.g., QuickBooks, SAP, NetSuite)
- Experience supporting a wholesale or B2B customer base
What We Offer
This is a full-time, in-office position based in Hatfield, PA. The hourly rate for the role is between $25–$30/hr., depending on experience. Cocoa Ridge offers medical, dental, and vision plus profit sharing. The company offers 10 days of paid vacation time as well as 7 paid holidays.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
Pay: $25.00 - $30.00 per hour
Benefits:
Work Location: In person
