Customer Service Representative II

Job description

Position Overview The Customer Service Representative II is responsible for coordinating product availability, customer orders, fulfillment, and service for Salm Partners customers. This position serves as a key communication link between customers and internal departments to ensure accurate, timely, and complete order fulfillment. The role requires strong attention to detail, effective problem-solving skills, and the ability to manage multiple priorities in a fast-paced food manufacturing environment. The Customer Service Representative II is also responsible for maintaining accurate order and product information in accordance with company requirements and applicable food safety, quality, SQF, GMP, USDA-FSIS, tracking, and traceability standards. Responsibilities Essential Duties and Responsibilities • Demonstrate and support the Company's Mission, Vision, and Values in daily interactions and decision-making. • Collaborate effectively with Customer Service, Sales, Production, Planning, Warehouse, Quality, Food Safety, and other functional departments. • Serve as a primary customer service contact for assigned customers, providing professional, timely, and responsive communication. • Monitor customer orders and coordinate with internal teams to support on-time, in-full (OTIF) delivery. • Communicate order status, production schedules, shipment updates, and changes to customers by phone and email in a professional and tactful manner. • Investigate and resolve customer issues, including order discrepancies, product delays, scheduling changes, and fulfillment concerns. • Enter and maintain customer Sales Orders accurately in the company's ERP system. • Enter Purchase Orders for private-label shipments into applicable planning systems and warehouse/customer portals. • Maintain accurate customer orders and related information within customer portals. • Adjust order quantities and schedules as production requirements and customer needs change. • Maintain Purchase Orders for customers whose products are manufactured through the Company's joint venture, WFSP Foods. • Coordinate with Production, Planning, Warehouse, and other departments to communicate customer requirements and changes. • Maintain accurate documentation and records necessary for product tracking, traceability, order fulfillment, and customer requirements. • Support compliance with applicable food safety, quality, SQF, GMP, USDA-FSIS, and company requirements. • Support and participate in Lean Manufacturing and continuous improvement initiatives. • Support WFSP Foods initiatives and activities as requested. • Support and participate in company safety initiatives. • Follow all company safety policies, procedures, and applicable regulatory requirements. • Perform other duties and responsibilities as assigned. Education • Associate degree in Customer Service, Supply Chain, Business, or a related field preferred. Experience • Minimum of three years of relevant customer service experience required. • Experience in food manufacturing, particularly in a USDA-regulated environment, strongly preferred. • Experience working with ERP/MRP systems preferred. • Experience with customer portals, order management, production planning, or supply chain processes preferred. Skills Qualifications The requirements listed below represent the knowledge, skills, and abilities needed to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The successful candidate will: • Be able to work effectively in a fast-paced environment with changing priorities and conditions. • Demonstrate strong organizational skills and the ability to manage multiple priorities simultaneously. • Work independently while also collaborating effectively with cross-functional teams. • Demonstrate a high degree of accuracy and attention to detail. • Possess strong problem-solving, judgment, and decision-making skills. • Demonstrate professionalism and a customer-focused approach. • Have experience with lot tracking, product traceability, or related food manufacturing processes; experience is strongly preferred. Communication Skills • Excellent verbal, written, and interpersonal communication skills. • Professional telephone and email etiquette. • Ability to communicate effectively with customers, suppliers, and internal departments. • Ability to read, understand, and interpret documents such as safety rules, operating instructions, customer specifications, purchase orders, bills of lading, policies, and procedure manuals. • Ability to communicate schedule changes, delays, and other potentially sensitive information professionally and tactfully. Computer Skills • Strong proficiency with Microsoft Office applications, particularly Excel, Word, and Outlook. • Proficiency using internet-based systems and customer/vendor portals. • Experience with MAS 500, SAP, or another ERP/MRP or integrated manufacturing system preferred. • Ability to learn and effectively use new software, systems, and technology. Mathematical Skills • Strong basic mathematical skills. • Ability to accurately perform calculations related to quantities, orders, inventory, and shipments. Reasoning and Problem-Solving • Ability to apply sound judgment and common sense when carrying out written, verbal, or diagrammed instructions. • Strong troubleshooting and problem-solving skills. • Ability to identify issues, evaluate alternatives, and take appropriate action. • Ability to make timely decisions while maintaining accuracy and customer service standards. Other Requirements Physical Demands While performing the duties of this position, the employee may be required to: • Sit for extended periods. • Stand and walk for periods of time. • Communicate effectively in person and by telephone. • Use hands and fingers to operate office equipment and computer systems, including repetitive hand, arm, and shoulder movements. • Reach with hands and arms. • Occasionally enter production, warehouse, or cooler areas. Specific vision requirements may include close vision, color vision, and depth perception. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work Environment This position works primarily in an office environment but may periodically require access to production, warehouse, and finished-goods cooler areas. Conditions in production and warehouse areas may include varying temperatures, wet or slippery floors, cold cooler environments, and elevated noise levels. When entering designated production and warehouse areas, employees are required to follow all applicable personal protective equipment (PPE), food safety, GMP, and safety requirements, which may include wearing a frock, hairnet, hearing protection, and slip-resistant footwear. Employees are expected to comply with all applicable company policies and procedures related to safety, food safety, quality, sanitation, GMP, SQF, and USDA-FSIS requirements. Benefits and Compensation Applicants must be eligible to work in the country where this job is located, without requiring sponsorship now or in the future.