Senior Customer Service Representative

Job Summary

The Senior Customer Service Representative serves as a key liaison between customers, sales, and internal operations teams. This role is responsible for managing customer accounts, ensuring accurate order processing, monitoring inventory and forecasts, and resolving issues in a timely and professional manner. The position requires strong problem-solving skills, attention to detail, and the ability to proactively support customer satisfaction and business objectives.

Key Responsibilities

• Manage customer portal activities, including order entry, updates, and maintenance of customer-specific requirements

• Analyze customer purchasing patterns and proactively follow up when recurring orders are missed, ensuring product availability and maintaining customer satisfaction

• Coordinate and communicate customer promotions, pricing updates, and contract terms to ensure accurate system setup and execution

• Monitor inventory levels and demand forecasts to support order fulfillment and prevent shortages or overages

• Collaborate with supply chain, planning, and sales teams to align on product availability and customer expectations

• Conduct regular customer follow-ups regarding orders, shipments, and service-related inquiries

• Act as the primary point of contact for resolving customer issues and escalating concerns as needed

• Coordinate with Distribution Centers to resolve shipping discrepancies, delays, or fulfillment issues

• Manage and process claims related to damaged, short-dated, or out-of-code products

• Ensure accurate documentation and timely resolution of all customer service cases

• Identify opportunities for process improvements and contribute to enhanced customer experience

Qualifications

• High school diploma required; Bachelor’s degree preferred

• 3–5+ years of customer service experience, preferably in a manufacturing, CPG, or distribution environment

• Strong knowledge of order management systems, ERP platforms, or customer portals

• Excellent communication and interpersonal skills

• Ability to manage multiple priorities and work in a fast-paced environment

• Strong analytical and problem-solving abilities

• Proficiency in Microsoft Office (Excel, Outlook, Word)

Key Competencies

• Customer focus and relationship management

• Attention to detail and accuracy

• Cross-functional collaboration

• Time management and organization

• Conflict resolution and decision-making