A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
The Customer Service Representative plays a critical role in customer execution, operational performance, and supply chain coordination within a fast-paced manufacturing environment. This position manages the full customer order lifecycle, ensuring accurate order processing, proactive communication, and on-time fulfillment. Serving as a key liaison between customers and internal teams — including Production, Supply Chain, Logistics, Sales, Finance, Quality, Shipping, and Warehouse Operations — this role drives seamless execution and delivers a high level of customer satisfaction. The ideal candidate is detail-oriented, proactive, and solutions-driven, with strong communication, analytical, and organizational skills. Success in this role requires the ability to manage competing priorities, anticipate risks, resolve issues quickly, and thrive in a dynamic, team-focused environment.
ESSENTIAL DUTIES & RESPONSIBILITIES
The following are essential job duties. Additional responsibilities may be assigned based on business needs. Regular, reliable, and punctual attendance is required to effectively perform the responsibilities of this role.
K EY RESP ONSIBILITIES
Manage the full lifecycle of customer orders from receipt through shipment confirmation with a high degree of accuracy and responsiveness. Review and validate customer orders, pricing, freight terms, status updates and issue resolution to ensure flawless execution. Maintain strong ownership of customer commitments by proactively identifying and resolving fulfillment risks before they impact delivery performance. Monitor and prioritize open orders daily to align customer expectations with production and fulfillment capabilities. Serve as the primary point of contact for customer order inquiries, order status updates, and issue resolution. Build and maintain strong customer relationships through responsive communication and operational excellence. Cross-Functional Coordination Serve as a central point of coordination between Sales, Production, Supply Chain, Purchasing, Logistics, Quality, Shipping, and Warehouse teams. Drive alignment, communication and execution across departments to ensure customer commitments are achieved accurately and on schedule Partner with internal stakeholders to resolve supply constraints, scheduling conflicts, inventory shortages, and shipment issues with urgency and professionalism. Monitor inventory levels and customer demand trends to support proactive fulfillment planning. Coordinate shipment readiness and carrier pickups to meet customer delivery schedules and operational priorities. Customer Experience & Problem Resolution Deliver a high level of customer service through timely communication, responsiveness, and professional issue resolution. Investigate and resolve order discrepancies, shipment delays, damages, returns, and customer concerns efficiently and thoroughly. Build credibility and trust with internal and external customers by demonstrating ownership, reliability, and consistent follow-through. Identify opportunities to improve processes, increase efficiency, reduce errors, and strengthen customer satisfaction. Contribute to a culture of accountability, continuous improvement, and operational excellence. Support OTIF delivery performance through proactive order monitoring, issue escalation, and cross-functional coordination. Qualifications 3+ years of experience in order management, customer operations, supply chain, logistics, or manufacturing environments. Experience working within ERP systems required; Plex and EDI experience strongly preferred. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Excellent communication, problem-solving, and cross-functional collaboration skills. Highly detail-oriented with strong follow-through and a sense of urgency. Proficiency in Microsoft Excel and operational reporting tools preferred. Solid understanding of supply chain, inventory management, and fulfillment processes.
The Successful Candidate Will Demonstrate:
Strong ownership mentality and accountability Ability to perform under pressure with consistency and accuracy Proactive communication and problem-solving skills Operational agility and adaptability Customer first mindset balanced with business priorities Professionalism, responsiveness, and execution focus Strong analytical and critical thinking abilities Ability to collaborate effectively within a cross-functional team environment
WHY JOIN US?
Play a key role in the launch of a next-generation facility Work with a collaborative and innovative-driven team Help deliver high-quality, safe, and delicious food products to consumers Contribute to the future of food manufacturing through automation and sustainability Comprehensive Benefits Package including: Medical, Dental, Vision, FSA/HSA, Life and AD&D insurance, Short-term Disability, Long-term Disability, Supplemental Life and AD&D Insurance, 401(k) matching, Accident Insurance, Critical Illness Insurance, Employee Assistance Program, Gym Membership Reimbursement, Paid Time Off, Paid Holidays.
