Customer Service Representative

Pilgrim’s is a leading global food company with more than 62,000 team members worldwide. We process, prepare, package, and deliver fresh, frozen, and value-added food products for customers in over 100 countries. Our mission is to be the best in all that we do, ensuring the best products and services for our customers, trust with our suppliers, profitability for our shareholders, and a better future for all team members.

About the role

The Customer Service Representative manages assigned customer accounts, processes daily orders, and coordinates with cross-functional teams to ensure timely and accurate order fulfillment. This role requires strong communication, organization, and customer service skills, as well as flexibility to work outside of standard business hours as needed, including participation in a rotating Saturday on-call schedule.

Responsibilities

• Maintain efficiency and effectiveness using practical and critical thinking skills with follow-through on all details in a fast-paced, customer-focused environment.
• Maintain a current and accurate procedures manual detailing processing requirements for each assigned account.
• Maintain knowledge of each customer's profile (products ordered, frequency of orders, weights, pricing, FOB or delivered, etc.) and communicate with Sales to improve awareness of customer status.
• Evaluate and troubleshoot production and transportation issues to coordinate customers' orders.
• Confirm pricing and acknowledge order entry within 24 hours of receipt.
• Ensure proper invoicing by verifying and confirming customer pricing and contract prices.
• Maintain orders and work closely with the Sales Manager on availability.
• Coordinate between credit, accounting, and customers on any discrepancies in invoicing, material, and freight; process credits, debits, and re-bills as required.
• Report customer feedback and complaints, including signs of dissatisfaction, to appropriate management, sales, and/or consumer relations.
• Coordinate product and order status between warehouse, transportation, inventory control, sales, marketing, accounting, and the customer.
• Promote a positive and professional representation of the company to each customer.
• Perform other duties as assigned.

Requirements

• Availability to work outside of standard business hours as needed, including participation in a rotating Saturday on-call schedule.
• Associate's degree in Business, Communications, Supply Chain, or a related field preferred; equivalent combination of education and relevant work experience will be considered.
• 1-3 years of experience in customer service, order management, or a related role.
• Strong critical thinking and problem-solving skills with the ability to make sound decisions in a fast-paced environment.
• Professional verbal and written communication skills, including telephone and email correspondence.
• Ability to manage multiple priorities and complete tasks accurately within established timelines.
• Detail-oriented with strong organizational and follow-through skills.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Positive, customer-focused attitude with the ability to remain professional during high-volume and challenging situations.
• Proficiency in Microsoft Excel, Microsoft Outlook, and SAP or similar ERP systems preferred.
• Ability to perform the functions of the job with or without a reasonable accommodation.

Benefits

• Vision, Medical, and Dental coverage begin after 60 days of employment.
• Paid Time Off: sick leave, vacation, and 6 company observed holidays.
• 401(k): company match begins after the first year of service and follows the company vesting schedule.
• Career Development: continuous learning opportunities and a focus on professional growth through various learning and development programs.

Pay

Base salary of $19/hour. The posted salary range represents the Company’s good faith estimate of the compensation that the Company reasonably expects to pay for this role at the time of posting. Actual compensation will be determined based on factors including, but not limited to, relevant experience, skills, qualifications, tenure, internal equity, and market data.