Job Details

Position Summary

In this role, a strong work ethic and keen attention to detail are essential. Reporting to the Customer Service Manager and aligned with the company's Principles and Goals, the Customer Service Specialist is responsible for processing incoming orders, providing product and service information, and resolving customer inquiries in a timely and professional manner via phone and email. Candidates should have working knowledge of customer service best practices, general clerical procedures, and a basic understanding of sales and marketing. The role operates in a fast-paced, high-energy environment and requires frequent multitasking. The Customer Service Specialist will support outbound shipments by collaborating with managers and third-party distribution centers to ensure compliance and meet customer specifications. Additionally, this role supports internal teams, including finance, production, procurement, and sales, while addressing external customer concerns in a manner that reflects company values.

Essential Functions

• Process inquiries, sales orders, and order confirmations in a timely, accurate, and efficient manner.
• Answer and redirect incoming calls, respond to voicemails promptly, and resolve issues to the customer's satisfaction.
• Maintain accurate customer records in the software system.
• Coordinate with Operations/Supply Chain on inventory shortfalls, with Logistics for freight quotes and shipment tracking, and with Finance for resolving order holds.
• Communicate effectively with both internal and external customers, including sales personnel, brokers, COR distributors, and consumers.
• Proactively resolve process issues that may lead to customer dissatisfaction.
• Maintain up-to-date knowledge of current product offerings, price lists, and order lead time requirements.
• Process and record customer and consumer complaints for quality control purposes.
• Represent the company positively, reflecting its vision and culture in all interactions with customers and coworkers.
• Assist coworkers as needed with tasks and responsibilities.
• Ensure all processes are executed in accordance with standard operating procedures (SOPs) and established best practices.
• Deliver quality service to customers and consumers by meeting or exceeding shipping requirements and communicating any issues to internal stakeholders.
• Must have the ability to accurately document and record data.
• Must be able to follow basic instructions related to job duties.
• Complete all assigned tasks in a timely and efficient manner, following established procedures.
• Assist in problem-solving efforts to help improve organizational effectiveness.

• Ability to read, understand, and comply with all company policies and procedures, and implement them appropriately.
• Strong verbal and written communication skills, including the ability to read and write in English.
• Understanding of basic food safety and GMP policies.
• Fluency in English and Spanish is a plus.
• Excellent skills in communication, conflict resolution, negotiation, organization, and relationship building.
• Ability to remain flexible while balancing competing priorities in a fast-paced environment, while aligning with company goals.
• Ability to produce work in a timely, budget-conscious, and scheduled manner to support company profitability.
• Strong sense of urgency and the ability to take prompt action in a fast-paced environment, delivering high-quality results on time.
• Effective time management and personal organization skills, using time and resources efficiently.
• Commitment to personal development and learning agility; comfortable with complexity and ambiguity; self-aware, resilient, and coachable.
• Ability to collaborate with peers across the company to share best practices and ensure compliance.
• Global awareness and organizational agility, with respect for and understanding of cross-cultural values.
• Action-oriented with strong problem-solving and analytical skills.
• Proven ability to drive continuous improvement and manage to achieve key performance metrics.
• Strong internal and external customer focus, with excellent follow-up skills.

• Bachelor's degree (BA/BS) preferred, with customer service experience; relevant customer service experience required if no degree.
• Prior experience in consumer products, particularly in the food and beverage industry, is preferred.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Teams, OneNote) and other relevant software.
• Ability to work varied hours, including weekends and different schedules as needed
• Experience with ERP systems such as NAV, S2K, Oracle, or SAP