Customer Service - Customer Service Representative

Job Description

Posted Tuesday 3 March 2026 at 17:00

Serve as a frontline operational partner to customers and internal teams by delivering accurate, responsive support across all communication channels and ensuring seamless execution of the end-to-end order-to-cash process. The CSR I guides customers through ordering, documentation, issue resolution, and account support while reinforcing digital adoption and contributing to operational efficiency as the organization evolves.

• Serve as a primary point of contact for customers via phone, email, and other supported digital channels (e.g., chat as introduced).
• Respond to inquiries related to orders, inventory availability, pricing, contract status, documentation, and payment status.
• Manage inbound and outbound communication to ensure timely follow-up and clear resolution.
• Support onboarding of new customers by explaining ordering processes, documentation requirements, and digital tools.
• Accurately enter, confirm, modify, and track customer orders within designated systems.
• Monitor orders from placement through fulfillment and delivery, proactively addressing issues.
• Coordinate with Warehouse Operations, Logistics, Sales, and Finance to resolve discrepancies or fulfillment challenges.
• Support customers with substitutions, availability checks, and delivery timing updates.
• Assist customers with webstore navigation, account setup, online ordering, and troubleshooting.
• Reinforce digital ordering adoption while maintaining service standards.
• Identify recurring digital friction points and escalations appropriately.
• Receive, validate, distribute, and maintain customer documentation (contracts, tax exemptions, credit forms, etc).
• Support Sales by managing documentation flow and maintaining accurate system records.
• Ensure customer master data and account information remain accurate and complete in system-of-record platforms.
• Receive and document customer complaints; conduct initial investigation and remediation within defined authority.
• Escalate higher-impact issues appropriately while maintaining communication ownership.
• Identify patterns in recurring issues and surface insights for improvement.

• Partner closely with Sales, Warehouse Operations, Logistics, Finance, and Sales Operations to ensure aligned and accurate execution.
• Follow established SOPs and utilize designated systems as the single source of truth.
• Participate in process improvement initiatives that enhance service quality and operational efficiency.

• High school diploma or GED required; associate degree or relevant coursework in business, operations, or a related field preferred. Equivalent combination of education and experience considered.
• 1–3 years of experience in customer service, order management, sales support, or related operational roles within a B2B environment.
• Experience working within ERP and/or CRM systems; familiarity with Microsoft Dynamics 365 (F&O and/or CE) preferred.
• Proficiency in Microsoft 365 tools, including Outlook, Excel, and Teams, for communication, reporting, and workflow coordination.
• Experience supporting digital ordering platforms or webstore environments preferred.
• Demonstrated ability to collaborate cross-functionally with operations, logistics, finance, and commercial teams.
• Strong written and verbal communication skills across phone and digital channels.
• High attention to detail with accuracy in data entry and documentation management.
• Ability to manage multiple priorities effectively in fast-paced environments.
• Sound professional judgment in issue resolution and escalation decisions.
• Strong collaboration and teamwork skills across diverse stakeholders.
• Comfortable navigating multiple systems simultaneously while maintaining organization.
• Adaptable to evolving processes, automation initiatives, and digital transformation efforts.
• Customer-focused mindset with solution-oriented problem solving.

Typical standard office environment on a hybrid schedule with required in-office days. May visit a production facility, warehouse, or farm on occasion. Must be able to wear required personal protective equipment and adhere to all safety protocols.