Customer Service Representative

Position Summary

The Customer Service Representative is responsible for providing high-quality support to customers in a food processing and packaging environment. This role manages order entry, customer communication, and coordination with production, quality, and logistics teams to ensure accurate and timely fulfillment of food products while maintaining compliance with company and food safety standards.

Key Responsibilities

• Serve as the primary point of contact for customers via phone and email
• Accurately process customer orders, changes, and cancellations in ERP systems
• Provide real-time updates on order status, product availability, and delivery timelines
• Coordinate closely with production, warehouse, and logistics teams to ensure on-time shipments
• Communicate any delays, shortages, or quality concerns proactively to customers
• Handle customer complaints, returns, and discrepancies with a sense of urgency and professionalism
• Maintain detailed and accurate customer records, order history, and documentation
• Support invoicing, billing inquiries, and order confirmations as needed
• Ensure compliance with food safety, quality standards, and company policies when handling customer requests
• Assist with administrative duties such as data entry, reporting, and filing

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred
• 2 years of customer service or order entry experience, preferably in food manufacturing, distribution, or CPG environment
• Experience working with ERP systems (e.g., SAP, NetSuite, or similar)
• Bilingual (English/Spanish) highly preferred
• Strong computer skills, including Microsoft Excel, Outlook, and Word

Skills & Competencies

• Excellent communication and interpersonal skills
• Strong attention to detail, especially with order accuracy and compliance requirements
• Ability to multitask and prioritize in a fast-paced, deadline-driven environment
• Problem-solving mindset with strong follow-through
• Ability to work cross-functionally with production, QA, and logistics teams
• Customer-focused attitude with a sense of urgency