Position Summary The Customer Service Representative - School Accounts (K-12) provides day-to-day customer service and order-management support for assigned K-12 school accounts. The position serves as a key link between customers, Sales, Production, Quality Assurance, Logistics, Accounting, and other internal departments to ensure orders, pricing, product requirements, documentation, and delivery expectations are accurately communicated and fulfilled. The position manages school-account orders from entry through shipment, maintains account-specific requirements and documentation, monitors upcoming needs against school calendars and delivery schedules, and proactively resolves order, product, pricing, or shipment issues. Primary outputs include accurate orders, timely customer communication, current account records, accurate pricing and item information, and reliable fulfillment support for K-12 customers. Key Responsibilities K-12 Account Service & Customer Communication Serve as a primary day-to-day customer service contact for K-12 school accounts. Respond to customer questions regarding orders, product availability, shipment status, pricing, item information, and delivery schedules. Maintain current knowledge of school-district requirements, delivery schedules, ordering patterns, and account-specific expectations. Communicate order changes, shortages, substitutions, delays, and other service issues promptly to customers and appropriate internal teams. Coordinate with Sales and Customer Service management on customer requests requiring pricing, product, contract, or commercial decisions. Document significant customer requests, commitments, issues, and follow-up actions to support consistent account service. Order Management & Fulfillment Enter and maintain accurate customer orders in the ERP system using approved pricing, quantities, item numbers, ship-to locations, delivery dates, and product specifications. Verify purchase orders and instructions against customer requirements before release for fulfillment. Monitor orders from entry through production, shipment, and delivery and address discrepancies before they affect customer service. Track product holds, product availability, production constraints, shipment delays, or other exceptions and coordinate appropriate follow-up. Review order confirmations and shipment information for accuracy before communicating updates to customers. Coordinate order changes and cancellations with Production, Logistics, Sales, and other affected departments. Maintain awareness of school calendars, breaks, holidays, and other known scheduling factors that may affect ordering or delivery requirements. School Account Documentation & Pricing Administration Maintain accurate K-12 account records, including customer profiles, ship-to locations, pricing, item specifications, delivery instructions, and other account-specific information. Maintain approved bid, contract, or account pricing information as provided by Sales or Customer Service management. Review customer purchase orders against approved pricing and resolve discrepancies before orders are processed whenever possible. Maintain organized electronic records of purchase orders, order confirmations, shipping documentation, pricing information, and customer correspondence. Coordinate with Sales, Accounting, IT, and Data teams to correct customer master data, product information, pricing, or system discrepancies. Support customer requests for product specifications, supporting documentation, or other approved product information by coordinating with the appropriate internal department. Cross-Functional Coordination & Issue Resolution Communicate K-12 customer requirements and schedule changes to Production, Planning, Quality Assurance, Logistics, Sales, and other affected teams. Coordinate resolution of shortages, incorrect shipments, damaged product, packaging concerns, delivery discrepancies, or other customer service issues. Gather order, production, shipment, and supporting information needed to investigate customer concerns. Escalate significant service issues, recurring problems, or risks to the Customer Service Manager and appropriate functional leaders. Coordinate with Accounting to resolve billing, invoice, deduction, credit, or payment-related discrepancies. Partner with Logistics to verify shipment status, delivery appointments, and customer-specific delivery requirements. Follow issues through resolution and communicate final disposition to the customer and appropriate internal stakeholders. Reporting, Account Performance & Planning Prepare reports related to K-12 order volume, fulfillment performance, order accuracy, service issues, and on-time delivery. Support customer scorecards, account reviews, weekly status reports, and performance updates for assigned school accounts. Monitor recurring shortages, order corrections, pricing discrepancies, delivery issues, and other trends. Provide supporting data for root cause analysis and corrective-action activities related to recurring customer issues. Track upcoming school-year, seasonal, or account-specific ordering requirements and communicate known demand changes to appropriate internal teams. Maintain accurate open-order and exception reporting to help Customer Service and Sales prioritize follow-up. Process Improvement & Department Support Identify recurring errors, manual work, or process inefficiencies and recommend improvements. Participate in cross-functional improvement projects designed to increase order accuracy, responsiveness, and fulfillment performance. Maintain notes, templates, trackers, and instructions that improve continuity and backup coverage. Serve as backup for other Customer Service Representatives and perform other reasonably related customer service and account-support duties as assigned. Supervisory Responsibilities None. This position has no direct reports.

Qualifications Education/Experience:

High school diploma or GED required; associate's in business, Supply Chain, or a related field preferred. 2+ years of customer service, order management, sales support, or administrative experience preferred. Experience supporting K-12 school districts, institutional foodservice, or other contract-driven customers preferred. Experience in food manufacturing or another high-volume order-fulfillment environment preferred. Experience using ERP or order-management systems preferred. Experience coordinating across Sales, Logistics, Accounting, Production, or QA preferred.

Skills & Competencies:

Strong customer-service orientation with the ability to build professional, responsive relationships. Strong data-entry accuracy and attention to detail. Strong written and verbal communication skills. Ability to manage multiple requests, deadlines, and follow-up items in a fast-paced environment. Strong organizational skills with reliable follow-through. Ability to recognize discrepancies, investigate available information, and escalate issues appropriately. Proficiency in Microsoft Office with ability to learn ERP systems, customer portals, and other systems. Ability to interpret order and service-performance information and identify recurring trends. Ability to maintain confidentiality of customer pricing and other sensitive company information. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Occasional standing, walking, bending, or reaching. Ability to occasionally lift and carry up to 15 pounds, with or without assistance. Ability to communicate effectively, including speaking, hearing, and exchanging information in person and via phone or video call. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Work Environment Work is performed primarily in a professional office environment. This position may require occasional visits to production facilities or other operational areas. When present in these environments, employees may be exposed to varying temperatures, moderate noise levels, and active production operations. Food Safety and Quality Expectations Gold Creek Foods is committed to producing safe, legal, and high-quality food products. All employees are responsible for complying with all company food safety, quality, and sanitation programs, preventing contamination and protecting product integrity, immediately reporting food safety or quality concerns to leadership, and supporting audit readiness and continuous improvement initiatives. General Safety Statement All employees are expected to work safely at all times by following all company safety policies, procedures, and regulations. This includes complying with OSHA, USDA, and other applicable laws, as well as Gold Creek Foods' internal safety standards. Each team member is responsible for maintaining a safe work environment—reporting hazards and near misses, using required personal protective equipment (PPE) when required, and participating in safety training and programs as directed. Equal Employment Opportunity Statement Gold Creek Foods is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation to apply for a position, please contact Human Resources at 678-928-6970.

Pay:

$21.00 - $24.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Experience:

ERP systems: 1 year (Preferred) Order management system: 1 year (Preferred) Customer service: 2 years (Preferred) Ability to

Commute:

Gainesville, GA 30501 (Required)

Work Location:

In person