Customer Service Representative

Position Summary:

The Customer Service representative plays a critical role in delivering exceptional service and operational excellence across the full customer lifecycle. This position supports both internal and external stakeholders by ensuring accurate order processing, seamless customer and visitor experiences, and proactive communication. The role is a key contributor to operational efficiency, data accuracy, and continuous process improvement and other duties as required.

Primary Responsibilities:

Customer, Visitor & Office Support

• Serve as a point of contact for customer inquiries, order updates, and product information.
• Facilitate customer and visitor check-in using Envoy, ensuring a smooth and professional arrival experience.
• Coordinate with internal teams to confirm customer visit details, schedules, and requirements.
• Prepare and stage PPE for plant visits and support overall safety compliance.
• Create a welcoming environment, including lobby messaging and guest accommodations.
• Manage conference room scheduling, meeting logistics, and office coordination.
• Maintain internal directories and support phone systems (Elevate).
• Handle incoming and outgoing mail, including scanning and distribution for remote employees.
• Provide general administrative support, including filing, document management, and front desk coverage.

Order Processing & Customer Support

• Accurately process purchase orders and invoices using systems such as Ross, Sage50, TrueCommerce, and EDI platforms (iTrade, Ariba, etc.).
• Validate pricing on incoming POs and escalate discrepancies.
• Ensure timely order confirmations via EDI and email.
• Monitor order fulfillment timelines and maintain lead time expectations.

• Collaborate with Production and cross-functional teams to resolve order issues and meet urgent customer needs.
• Track freight, manage shipping delays, and respond to broker and customer inquiries.
• Support Co-Pack customer relationships.
• Re-Distribution invoices

EDI, Data & Documentation Management

• Oversee EDI transactions and maintain trading partner data, including testing and ASN setup.
• Maintain accurate records of purchase orders, pick tickets, bills of lading, and invoices through digital archiving.
• Manage and update “Ship To” addresses, customer notes, and required documentation in internal systems.
• Maintain Certificates of Analysis (COA) and Certificates of Insurance (COI).
• Support item setup and maintain product attributes across platforms (1WorldSync, Syndigo/Brandbank, Walmart SupplierOne, KeHe Connect).

Inventory, Logistics & Reporting

• Coordinate inbound and outbound shipments, including scheduling delivery appointments and freight allocation.
• Track lot codes, manage short-dated product donations, and maintain inventory tracking tools.
• Prepare and distribute weekly and monthly sales and inventory reports.

Continuous Improvement & Team Support

• Identify opportunities to improve processes, workflows, and data accuracy.
• Support cross-functional collaboration to enhance efficiency and customer satisfaction.
• Provide backup support across team functions as needed.