Senior Customer Service Representative

Senior Customer Service Representative at True Story Foods Senior Customer Service Representative at True Story Foods in Fairfield, California Posted in 9 days ago.

Type:

full-time

Job Description:

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