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Job Description
The Customer Service Representative manages the full order lifecycle—from receipt through delivery—for assigned customers, maintaining ownership of each transaction and ensuring timely resolution of any issues. Functions of the
Position:
Execute the order management process for assigned customers. Monitor order progress, follow up on internal delays, and communicate updates, issues, or changes to brokers and/or customers in a timely manner. Process orders for both assigned and unassigned customers and assist with new account setup. Ensure all order revisions are scanned on the same day as receipt to prevent billing delays. Maintain ongoing communication with brokers, customers, and JBSS business managers to address questions, resolve issues, and support customer service initiatives. Develop strong working relationships and collaborate with cross-functional teams to fulfill customer orders. Schedule, at minimum, quarterly meetings with assigned business managers to share insights and best practices. Maintain and update customer profiles, including special handling instructions, ensuring all information remains accurate and current. Actively cross-train team members to ensure seamless coverage during peak periods or employee absences. Process returns, credits, and re-bills for both assigned and unassigned customers as needed, coordinating with cross-functional teams to ensure completion. Support team operations by answering calls, taking messages, and assisting with order processing when colleagues are unavailable.
Education, Experience, and Knowledge:
Associate degree in a business-related field or a minimum of three (3) years of customer service experience required. Experience within a consumer-packaged goods (CPG) company or a related industry preferred.
Skills and Competencies:
Strong verbal and written communication skills. Excellent phone etiquette and active listening abilities. Professional, diplomatic, and tactful demeanor. High attention to detail with strong accuracy and organizational skills. Ability to manage time effectively, adapt quickly, and multitask in a fast-paced environment. Team-oriented with the ability to build strong relationships with both internal and external stakeholders. Ability to work independently with minimal supervision. Intermediate proficiency in Microsoft Office applications (Excel, Word, Outlook). Experience with mainframe systems and reporting tools preferred. The starting hourly range for this position is $22.15-$30.43. The hourly rate offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. In addition to the hourly rate, this position is eligible for performance-based incentives subject to the terms of the underlying plan. Additionally, we provide a comprehensive benefits package that reflects our commitment to support the wellness of our colleagues and their families. This includes health benefits, professional growth support, generous paid time off benefits to support work/life balance, retirement benefits and other programs to support financial wellness. A full listing of our extensive benefits package can be found on our Company website, located here: https://jbssinc.com/careers/ JBSS is an
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
Pay:
$22.15 - $30.43 per hour
Benefits:
401(k) Paid time off Tuition reimbursement Vision insurance
