Customer Service Representative

Position Summary The Customer Service Representative (CSR) plays a critical role in delivering exceptional service to both external and internal stakeholders. This position ensures smooth order processing, accurate documentation, and proactive communication throughout the customer journey. The CSR is a key contributor to operational efficiency, data accuracy, and customer satisfaction. Key Responsibilities - Serve as the primary point of contact for customer inquiries, order confirmations, and product information. - Accurately process purchase orders and customer invoices using internal systems and third-party platforms (e.g., iTrade Network, Ariba, etc.). - Maintain organized records of purchase orders, pick tickets, bills of lading (BOLs), and invoices. - Ensure timely EDI and email confirmations, coding POs by group affiliation. - Monitor and uphold various lead times for order fulfillment. - Manage and update “Ship To” addresses and Certificate of Analysis documentation in Ross and Customer Notes. - Collaborate with Production to address urgent customer needs and resolve order-related issues. - Validate pricing accuracy on all incoming POs and escalate discrepancies. - Identify process improvement opportunities to enhance departmental efficiency. - Answer customer inquiries via email, phone, etc. - Fill’s in (when needed) on front door responsibilities, including guest check-in via Envoy/iPad, mail distribution (including scanning for remote employees) - Support Co-Pack customer relationships - Perform general administrative tasks such as filing, copying, and document management. Qualifications - High school diploma or equivalent required; additional education or certifications in business or customer service preferred. - Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams); experience with EDI systems is a plus. - Strong decision-making and problem-solving skills, especially in multi-party scenarios. - Excellent verbal and written communication skills across all organizational levels. - Self-starter with a positive attitude and ability to work under pressure. - Highly organized, detail-oriented, and committed to team collaboration. - Prior customer service experience preferred, especially in a fast-paced or multi-channel environment.