Customer Service Representative

·       Serve as the primary point of contact for assigned customers, building and maintaining positive working relationships through consistent communication, responsiveness, and follow-through.

·       Maintain a high level of professionalism while delivering exceptional customer service.

·       Foster strong customer relationships by providing timely updates, managing expectations, and ensuring an overall positive customer experience.

·       Review, coordinate, and manage customer orders throughout the fulfillment process to ensure accuracy, timely communication, and successful delivery.

·       Review customer orders for discrepancies and coordinate changes with the appropriate internal departments.

·       Process order modifications, cancellations, and special customer requests while communicating operational impacts as needed.

·       Coordinate with Production and Operations to ensure customer requirements and delivery deadlines are met.

·       Respond promptly to customer inquiries via phone, email, or other communication platforms.

·       Provide accurate information regarding products, order status, shipping schedules, lead times, and delivery expectations.

·       Proactively communicate order changes, delays, inventory constraints, or other issues that may impact customer expectations.

·       Investigate and resolve customer concerns related to orders, product quality, shipping, or service by collaborating with internal departments.

·       Take ownership of customer issues from initial report through final resolution while keeping customers informed throughout the process.

·       Escalate complex customer concerns to management when appropriate.

·       Work closely with Production, Quality, Inventory Control, Shipping & Receiving, Purchasing, Operations, and Accounting to coordinate customer requirements and ensure accurate order fulfillment.

·       Collaborate across departments to resolve discrepancies, minimize delays, and support efficient operations.

·       Communicate customer priorities and operational challenges effectively to internal teams.

·       Develop and maintain a strong working knowledge of company products, packaging options, manufacturing capabilities, and customer requirements.

·       Utilize product knowledge to accurately answer customer questions and provide appropriate solutions.

·       Coordinate inbound and outbound transportation with internal logistics personnel and external carriers.

·       Schedule pickups and deliveries to meet customer timelines and operational requirements.

·       Monitor shipments, communicate transportation updates, and assist in resolving transportation-related issues.

·       Communicate product availability, lead times, and inventory constraints to customers.

·       Coordinate with Operations to provide realistic delivery expectations and communicate any changes promptly.

·       Maintain accurate records of customer interactions, order documentation, shipping information, transportation schedules, and customer communications.

·       Ensure documentation is complete, accurate, and maintained in accordance with company procedures.

·       Track customer issues and resolutions to support continuous improvement efforts.

·       Identify recurring customer concerns or process improvement opportunities and communicate recommendations to management.

·       Assist in monitoring customer service performance metrics, including order accuracy, response times, on-time delivery, and customer satisfaction.

·       Support continuous improvement initiatives that enhance operational efficiency and customer satisfaction.

Education and/or Work Experience Requirements:

·       Education: High school diploma or equivalent required.

·       Experience: Minimum of two (2) years of customer service experience, preferably within a manufacturing or food production environment. Experience in logistics or transportation coordination is preferred.

·       Strong verbal, written, and interpersonal communication skills.

·       Excellent customer service and relationship-building skills.

·       Strong organizational skills with exceptional attention to detail.

·       Ability to prioritize multiple tasks and manage competing priorities in a fast-paced manufacturing environment.

·       Strong problem-solving, critical thinking, and conflict resolution skills.

·       Proficiency using customer order management software, transportation scheduling tools, and Microsoft Office applications, including Outlook, Excel, and Word.

·       Ability to work independently while collaborating effectively within a cross-functional team environment.

·       Bilingual (English/Spanish) preferred.

Physical Requirements and Working Conditions:

Work is primarily performed in an office environment located within an active manufacturing facility.

·       Ability to sit for extended periods while working at a desk and computer.

·       Frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment.

·       Ability to read information from computer screens, reports, forms, and other business documents.

·       Frequent verbal communication with employees, visitors, vendors, and other stakeholders in person and by phone.

·       Ability to stand and walk for short periods during the workday.

·       Occasional lifting, carrying, pushing, or pulling of office materials and supplies weighing up to 30 pounds.

·       Occasional exposure to a manufacturing environment, including varying temperatures, machinery noise, dust, odors, and food production activities.

·       Ability to perform the essential functions of the position with or without reasonable accommodation.

Other Duties:

·       Follow food safety and quality protocols.  

·       Follow GMPs (Good Manufacturing Practices), housekeeping and safe work practices.  

·       Other duties as assigned.  

Benefits:

Circle U Foods offers a benefits package that includes:  

·       Company paid employee-only health (HMO), dental, vision, and life insurance. A PPO health plan is offered with a cost share.   

·       Voluntary insurance plans for short-term disability coverage, Accident, Hospital and Critical Illness.  

·       Additional voluntary life insurance policy available  

·       Accrued Paid Time Off: 0-5 years, 2 weeks; 5-10 years, 3 weeks; 10+ years 4 weeks

·       Eligibility to Work: Applicants must be legally authorized to work in the United States and provide appropriate documentation to complete the I-9 verification process.

·       Age Requirement: Applicants must be at least 18 years of age.

·       Transportation Requirement: Applicants must have reliable transportation to and from work to meet job attendance and punctuality requirements.

·       Pre-Employment Screening: Candidates must successfully pass a background check and drug test.