Customer Service Representative

Job Description:
Customer Service Representative

Location: Cohoes, NY

Hours: Monday–Friday, 7:30 AM–4:00 PM, with possible later hours during peak order periods

Reports To: Customer Relationship Manager

Employment Type: Full-time

Successful applicants in-person and must live or relocate within 30 miles of our Cohoes, NY location - this is not a remote work position.

Company: Bilinski’s Sausage Mfg Company

We are a mid-sized, values-driven chicken sausage company committed to quality, innovation, and exceptional service. Our customers range from independent retailers to national chains, and our team takes pride in being responsive, proactive, and customer-first in every interaction.

The Customer Service Representative provides crucial administrative and operational assistance to the sales team, ensuring smooth day-to-day operations and helping salespeople focus on revenue generation. Key responsibilities include processing orders, managing schedules, maintaining and tracking promotional schedules and maintaining sales records, while essential skills involve strong communication, organization, and proficiency in sales and office software.

• Order Processing
  • Enter, review/validate, and process wholesale customer orders using Sage Intacct and Microsoft Excel
  • Communicate proactively with customers regarding order status, revisions, shipping details, and product availability
  • Track and analyze customer order patterns to identify trends, red flags, or inconsistencies
  • Collaborate with the production, shipping, and sales teams to ensure order accuracy and timely fulfillment
  • Report weekly sales performance metrics and insights to the sales and operations teams. Provide courteous, knowledgeable responses to consumer inquiries via phone and email
  • Support occasional after-hours order processing remotely during peak demand periods
• Maintain Sales Records
  • Maintain broker and other customer and sales agreement documents
  • Assist sales and accounting teams with customer deduction management and tracking process
  • Maintain log of consumer comments, questions, and complaints, and communicate with QA team
  • Maintain and update customer order and shipping requirements
• Administrative Support
  • Assist the sales team by sending out samples to current and prospective customers as needed
  • Support the social media team by preparing influencer packages, sending leads, and sharing ideas to boost activity across platforms
  • Provide support for marketing projects as needed, including market research, competitor analysis, and brand development.
  • Assist sales team in setting up and tracking promotions for customer accounts and oversee all disputes to ensure completeness.
  • Create and maintain all sales assets for the sales team

• Bachelor’s degree required
• 1–3 years of experience in customer service, inside sales, or related role (preferably in food, CPG, or wholesale distribution)
• Proficiency in Microsoft Excel; experience with Sage Intacct is a strong plus
• Exceptional written and verbal communication skills, with a polished and professional tone
• Strong organizational skills and attention to detail
• Customer-first attitude with a problem-solving mindset
• Ability to manage multiple priorities and meet deadlines
• Comfortable working in a team environment and independently when needed

• A supportive and collaborative work environment
• Opportunities for professional growth within a growing company
• Competitive compensation and benefits
• The chance to make a daily impact by supporting customers who love our products