What are the responsibilities and job description for the Customer Service Representative - Burlington, WI position at Echo Lake Foods?
* EXPERIENCE WORKING WITH CRM SYSTEMS, CUSTOMER PORTALS, OR ERP SYSTEMS IS REQUIRED *
Echo Lake Foods is a leading manufacturer of ready-to-eat egg products and breakfast foods, including waffles, pancakes, French toast, scrambled eggs, omelets, and egg patties, serving major retail, foodservice, and national restaurant customers across the United States. Founded in 1941 and headquartered in Burlington, Wisconsin, the company operates multiple production facilities throughout the Midwest and has built a strong reputation for quality, innovation, and customer partnerships.
In 2025, Echo Lake Foods was acquired by Cal-Maine Foods, Inc., the largest producer and distributor of fresh shell eggs in the United States, marking an exciting new chapter of growth. This partnership strengthens our resources, expands our capabilities, and supports continued investment in our people, facilities, and products. Creating new opportunities for employees to grow their careers within a stable and expanding organization.
We are seeking a skilled Customer Service Representative to provide exceptional support while serving as a key liaison between customers and internal teams. This role manages customer inquiries, processes orders and returns, resolves issues, and ensures accurate cross-department communication to maintain strong customer relationships. The ideal candidate thrives in a fast-paced environment and delivers professional, solution-focused service that supports both customer satisfaction and company success.
Responsibilities
Qualifications
Required
Physical Requirements
We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law.
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Echo Lake Foods is a leading manufacturer of ready-to-eat egg products and breakfast foods, including waffles, pancakes, French toast, scrambled eggs, omelets, and egg patties, serving major retail, foodservice, and national restaurant customers across the United States. Founded in 1941 and headquartered in Burlington, Wisconsin, the company operates multiple production facilities throughout the Midwest and has built a strong reputation for quality, innovation, and customer partnerships.
In 2025, Echo Lake Foods was acquired by Cal-Maine Foods, Inc., the largest producer and distributor of fresh shell eggs in the United States, marking an exciting new chapter of growth. This partnership strengthens our resources, expands our capabilities, and supports continued investment in our people, facilities, and products. Creating new opportunities for employees to grow their careers within a stable and expanding organization.
We are seeking a skilled Customer Service Representative to provide exceptional support while serving as a key liaison between customers and internal teams. This role manages customer inquiries, processes orders and returns, resolves issues, and ensures accurate cross-department communication to maintain strong customer relationships. The ideal candidate thrives in a fast-paced environment and delivers professional, solution-focused service that supports both customer satisfaction and company success.
Responsibilities
- Respond to customer inquiries via phone and email in a timely and professional manner.
- Serve as the primary point of contact for customers.
- Provide accurate information regarding products, services, policies, and procedures.
- Resolve customer issues, complaints, and requests while maintaining a high level of customer satisfaction.
- Document customer interactions and update account information within CRM systems.
- Process orders and returns while collaborating with internal departments to ensure accuracy and efficiency.
- Escalate complex issues to supervisors or specialized departments when appropriate.
- Identify opportunities to improve the customer experience and share feedback with the team.
- Meet established performance metrics such as response time, resolution rate, and customer satisfaction goals.
Qualifications
Required
- Experience working with CRM systems, customer portals, or ERP systems.
- High school diploma or equivalent required.
- Strong proficiency in Microsoft Excel.
- Basic computer proficiency and ability to learn new systems.
- Strong verbal and written communication skills.
- Ability to multitask, prioritize workload, and manage time effectively.
- Strong problem-solving and critical thinking skills.
- Ability to maintain professionalism and composure in a fast-paced environment.
- Previous customer service experience.
- Bachelor’s degree or coursework in Business, Communications, or a related field.
- Strong teamwork, collaboration, and adaptability skills.
- Demonstrated active listening and customer empathy skills.
Physical Requirements
- Ability to sit for extended periods while working on a computer.
- Ability to use hands and fingers to operate a computer, keyboard, and office equipment.
- Ability to communicate effectively via phone, email, and in person.
- Ability to occasionally lift or move office materials up to 15 pounds.
- Ability to work in a fast-paced, customer-focused office environment.
- 401(k)
- Dental insurance
- Health insurance
- Free Life insurance
- Paid time off
- Vision insurance
- Company contributes 3% of your base pay in company Stock — regardless of your contribution
We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law.
XJ6