AmeriQual Foods - Senior Customer Service Representative

Key Responsibilities:

·        Primary Customer Contact: Serve as the main point of contact for assigned key customers, building trust and ensuring timely, proactive communication on order status, delivery updates, and inquiries.

·        Order Fulfillment Management: Oversee and execute end-to-end order management – from order entry through delivery – working closely with internal teams to achieve on-time, accurate fulfillment and promptly communicating any changes or issues to customers.

·        Cross-Functional Coordination: Collaborate daily with Sales, Production/Operations, Supply Chain, and Quality to align on customer requirements, production schedules, and inventory planning, ensuring customer needs are met without compromising operational efficiency.

·        Issue Resolution: Take ownership of customer issues or complaints, coordinating swift investigation and resolution by partnering with relevant teams (e.g., Production, Logistics, Quality) and providing recovery plans to the customer with professionalism.

·        Forecast & Demand Support: Work with the Sales and Supply Chain teams to support forecasting and demand planning, providing customer insights (e.g., order patterns, surge requirements) to help optimize production and inventory decisions.

·        Continuous Improvement: Drive ongoing improvements in customer service processes and metrics (e.g., response times, order accuracy, on-time delivery), leveraging customer feedback and internal data to enhance the overall customer experience and efficiency.

Qualifications:

·        Bachelor’s degree in Business, Supply Chain, or related field (or equivalent professional experience) is preferred, reflecting strong business acumen and understanding of manufacturing operations

·        Significant experience in customer service, account management, or sales support (preferably 5 years) in a manufacturing or consumer packaged goods (CPG) environment. Food industry experience or knowledge of food production/supply chain processes is a plus

·        Customer-Focused Communication: Outstanding communication and relationship-building skills with a proven ability to engage professionally with large customer accounts, understand their needs, and ensure high customer satisfaction.

·        Cross-Functional Collaboration: Demonstrated success working cross-functionally with teams such as Sales, Operations/Production, Supply Chain, Logistics, and Quality to meet shared goals. Adept at influencing without direct authority to drive results for the customer.

Physical Requirements

While performing the duties of this job, employees are regularly required to sit or stand for extended periods of time; use a computer, keyboard, and mouse; read, interpret, and respond to written and digital information; communicate clearly in person, by phone, and by email; maintain focus while performing repetitive tasks; and lift or carry light items, commonly 10–20 pounds. Normal or corrected vision and hearing sufficient for typical office tasks are required. Work is completed in a facility where nuts, fruits, and other allergens may be present.