Customer Service Specialist

Back- Up: Sr Customer Service Specialist

Position Summary

The Customer Service Specialist will manage customer orders, service requests, shipment coordination, and issue resolution across retail, club, e-commerce, and foodservice channels. This role ensures our customers receive accurate orders, on-time deliveries, and exceptional service.

You will work closely with Sales, Supply Chain, Production, QA, and Logistics to support a smooth order-to-cash process and deliver a best-in-class customer experience.

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Key Responsibilities

Order Management

• Enter, review, and process customer purchase orders with accuracy and attention to detail in ERP and EDI Systems.

• Monitor order status and proactively communicate updates or delays to customers.

• Ensure orders align with inventory availability, lead times, and customer routing guides.

• Work with the warehouse and logistics teams to schedule and confirm shipments.

Customer Support & Communication

• Serve as the primary point of contact for customer inquiries, complaints, and service issues.

• Provide timely and professional responses to emails, calls, and portal requests.

• Manage customer portals (e.g. EDI systems, vendor portals) for order tracking, documentation, and compliance.

• Build strong relationships with customer contacts, brokers, and sales partners.

Logistics & Shipping Coordination

• Work with carriers, 3PL warehouses, and internal logistics teams to schedule pick-ups and deliveries using FEFO.

• Troubleshoot delivery issues such as OS&D (overages, shortages, damages), missed appointments, and late shipments.

• Track daily shipments and ensure all required documents are accurate and complete (BOLs, packing lists, COIs, etc.).

• Monitor inventory levels throughout the network and investigate any discrepancies.

Issue Resolution & Root Cause Analysis

• Investigate and resolve customer deductions, chargebacks, and discrepancies.

• Collaborate with Finance, Sales, and Operations to address recurring issues.

Internal Coordination & Reporting

• Work closely with Production Planning to ensure customer needs align with supply.

• Support the Sales team with order status reports, fill rate updates, and customer feedback.

• Assist in maintaining accurate customer records, pricing, and item setup documentation.

• Prepare weekly and monthly customer service metrics (fill rates, OTIF, service issues).

• Maintain SQF documents and know how to pull reports from 3rd party vendors to comply with BOL requirements and traceability of finished products.

Qualifications

Required

• 3+ years of experience in customer service, order management, or supply chain (preferably in CPG, food, or manufacturing).

• Strong communication skills with a customer-first mindset.

• High level of accuracy and attention to detail.

• Proficiency in Microsoft Excel and ERP/EDI systems.

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

• Strong problem-solving skills with a proactive approach.

Preferred

• Experience with frozen/refrigerated CPG or food manufacturing.

• Familiarity with retailer portals (Walmart, Target, Kroger, UNFI, etc.).

• Experience with NetSuite or comparable ERP system.

• Knowledge of freight logistics, 3PL coordinat

ion, or routing guide compliance.

• Clear Communication Skills (writing and speaking). Bilingual Preferred