Customer Service Representative II

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Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

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Why work for Dawn Foods?

 

PEOPLE.   CUSTOMERS.  PRODUCTS.

 

Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• A family-owned business with over 100 years of service
• An opportunity for career advancement, working as part of an empowering workforce

 

Job Purpose and Overview

Customer Service Representative II is the initial point of contact for customers and our sales team, providing support in various aspects of order processing. Customer Service Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Providing support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding resolutions within established guidelines. Works closely with cross-functional teams to ensure best-in-class customer experience.

 

This is a Hybrid Schedule with 3 days per week at the Dawn Location in Ontario, California.

 

What will you do as a Customer Service Representative II at Dawn Foods? 

• Manage assigned accounts through open lines of communication, including regular check-ins, order updates, and driving the e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
• Support and collaborate with peers during PTO coverage to ensure that essential tasks are completed effectively
• Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.  
• Collaborate directly with cross-functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
• Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals
• Be a Subject Matter Expert for all Dawn-facilitated platforms.
• All other duties and responsibilities as assigned by Customer Success management.

 

What Does It Take to be a Customer Service Representative II at Dawn Foods?  

Below are the minimum qualifications to be a fit for this job.   

• High school diploma/GED
• 3+ Years of Customer Service in an office environment assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support related role can also be considered
• Strong Problem-Solving Skills
• Detail Oriented with the ability to multi-task and work indep