Sr Customer Service Representative

Senior Customer Service Representative

LOCATION: 100% Onsite Role; 1912 Montreal Rd, Tucker, GA 30084
STARTING PAY: $30.00-35.00/hour (This is an hourly position)

Job Purpose

Consistently deliver an exceptional customer service experience. Professionally and accurately manage customer orders from receipt to invoice, ensuring orders arrive on time and in full. Work closely with the Sales team and cross-functional business partners to achieve high customer satisfaction.

Essential Functions 

• Manage orders from receipt to the point of invoicing, ensuring each order has accurate manufacturing lead time, shipping method, pricing, and, if required, customer confirmation 
• Promptly communicate both verbally and in written form with customers, brokers, and sales managers regarding any short or service concern  
• Manage inventory for discontinued stock (obsolescence) 
• Foster positive relationships with customers, brokers, sales managers, logistics service providers, and all internal and external partners 
• Research and investigate issues; find root causes, solve, and develop proactive solutions to prevent recurrence 
• Coach and mentor new Customer Service Representatives, sharing best practices and providing guidance on handling challenging customer situations  
• Work closely with the Sales team managing key customer accounts  
• Back up Supervisors as needed 
• Comply with all food safety requirements, training, policies, and procedures  
• Perform other job-related duties as assigned 

Qualifications (Education, Experience, Competencies) 

• Associate’s degree and/or 5+ equivalent years of work experience  
• 3+ years of experience in a customer service role, preferably handling complex inquiries and customers  
• Experience in food manufacturing as well as retail and foodservice distribution channels preferred 
• Strong computer skills including Microsoft Office with advanced skills in Excel; experience with SAP EDI systems  
• Deep understanding of customer needs and a commitment to delivering exceptional customer service 
• Professional demeanor with strong written and verbal communication skills  
• Ability to identify and resolve problems with a willingness to collaborate as needed to address and implement solutions 
• Ability to effectively communicate with multi-level personnel as well as customers and their representatives 
• Ability to work cross-functionally, convey complex issues, and maintain confidentiality 
• Ability to organize, manage multiple priorities, maintain high attention to detail, and meet deadlines in a fast-paced environment 
• Ability to think quickly and handle frequent change 
• Self-motivated, goal oriented, quality driven, and capable of working independently