Customer Service Representative

Position Overview

Orlando Food Sales Inc. (OFS) is seeking a detail-oriented Customer Service Representative to manage day-to-day customer support activities and ensure seamless experience for our customers. This role is a part of the Operations department and reports to the Customer Service Manager. The Customer Service Representative works closely with the Sales Team and other internal departments to process orders accurately, maintain data integrity, coordinate logistics, provide essential documentation, and proactively communicate with customers. The ideal candidate is organized, service-focused, and thrives in a fast-paced environment while maintaining strong attention to detail.

Key Responsibilities:Customer Support & Sales Integration

• Work closely with the Sales Team to ensure a high level of customer satisfaction
• Maintain positive, effective communication with assigned customers, providing timely updates on order status or any supply chain disruptions
• Handle customer inquiries, concerns, and complaints professionally; file claim forms with truckers as needed

Order Processing & Management

• Process customer orders manually or through EDI, ensuring timely and accurate entry
• Verify correct pricing and monitor orders through delivery
• Proof and confirm purchase orders to vendors
• Review weekly shipping reports and determine which customer orders are ready for invoicing

Documentation & Compliance

• Provide required customer documentation such as Certificates of Analysis, NOP documents, item setup sheets, and other materials upon request
• Electronically file import documents, customer purchase orders, and warehouse BOLs using DocLink (paperless document management system)
• Maintain system data integrity within NetSuite, our ERP system

Vendor & Warehouse Coordination

• Maintain warehouse and container price lists for assigned accounts
• Obtain trucking quotes for warehouse order deliveries; contract with truckers to schedule transportation
• Assist Accounts Payable by reviewing vendor invoices for accuracy, updating the ERP system with any changes, and notifying customers as needed to obtain updated purchase orders

Internal Collaboration & Product Knowledge

• Work cross-functionally with Sales, Logistics, Accounts Payable, and other internal teams to resolve issues and support customer needs
• Maintain a strong understanding of company products to provide accurate information and support
• Perform additional administrative or support duties as needed

Qualifications and Skills:

• Education: Bachelor's degree in Business Administration, Supply Chain, Operations, or a related field
• Experience: 3 years of experience in a fast-paced customer service or operations environment, preferably in food distribution, wholesale, or related industries
• Communication: Demonstrate ability to communicate clearly and professionally with customers, vendors, and internal teams, providing timely updates, handling inquiries and complaints effectively, collaborating cross-functionally, actively listening to customer needs, and accurately documenting interactions in our ERP system
• Organizational Skills: Highly organized, able to manage multiple tasks and deadlines with accuracy
• Team Player: Collaborative mindset with the ability to work effectively across departments and support overall team goals

Technical Skills:

• ERP Systems: Proficiency with NetSuite ERP (order entry, customer records, reporting, and data integrity)
• Order Management & EDI: Experience processing orders manually and via EDI
• Microsoft Office Suite: Strong skills in Excel (vlookups, basic formulas, data tracking), Word, and Outlook
• Document Management Systems: Experience with electronic filing systems (e.g., DocLink or similar)
• Logistics & Shipping Tools: Ability to obtain trucking quotes, schedule deliveries, and manage shipment tracking
• General Technical Skills: Comfortable learning new software and tools quickly; ability to troubleshoot basic system or workflow issues

What We Offer:

• The salary range for this position is $60,000 per year. Final compensation will be determined based on experience, skills, and qualifications
• Potential office bonus of up to 14% of base salary after six months
• Competitive benefits package that includes medical, vision, and dental
• After one year, eligible to participate in our 401k and pension plan
• Opportunities for professional development and career growth
• A collaborative and supportive work environment

If you're a detail-oriented professional with a drive for customer service excellence, we encourage you to apply.