Customer Service Representative

Summary:

The Customer Service Representative (CSR) plays a critical role in delivering exceptional service to both external and internal stakeholders. This position ensures smooth order processing, accurate documentation, and proactive communication throughout the customer journey. The CSR is a key contributor to operational efficiency, data accuracy, and customer satisfaction.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries, order confirmations, and product information.
• Accurately process purchase orders and customer invoices using internal systems and third-party platforms (e.g., iTrade Network, Ariba, etc.).
• Maintain organized records of purchase orders, pick tickets, bills of lading (BOLs), and invoices.
• Ensure timely EDI and email confirmations, coding POs by group affiliation.
• Monitor and uphold various lead times for order fulfillment.
• Manage and update “Ship To” addresses and Certificate of Analysis documentation in Ross and Customer Notes.
• Collaborate with Production to address urgent customer needs and resolve order-related issues.
• Validate pricing accuracy on all incoming POs and escalate discrepancies.
• Identify process improvement opportunities to enhance departmental efficiency.
• Answer customer inquiries via email, phone, etc.
• Fill in on front door responsibilities, including guest check-in via Envoy/iPad, mail distribution (including scanning for remote employees)
• Support Co-Pack customer relationships
• Perform general administrative tasks such as filing, copying, and document management.

Qualifications

Qualifications:

• High school diploma or equivalent required; additional education or certifications in business or customer service preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams); experience with EDI systems is a plus.
• Strong decision-making and problem-solving skills, especially in multi-party scenarios.
• Excellent verbal and written communication skills across all organizational levels.
• Self-starter with a positive attitude and ability to work under pressure.
• Highly organized, detail-oriented, and committed to team collaboration.
• Prior customer service experience preferred, especially in a fast-paced or multi-channel environment.