Customer Support Specialist

About Us

At Dieffenbach’s Potato Chips, we believe that great things start with a passion for quality and a love for what you do. Our story began in 1964, with potato chips being made on the kitchen stove. Today, we're proud to remain a family-owned business still crafting the finest snack foods, which include kettle chips, sweet potato chips, and so much more. We’ve grown over the decades, expanding our products, facilities, and our commitment to sustainability, but our dedication to quality and community has always remained the same. With exciting plans ahead—including new products and further expansion of our iconic Uglies® brand—we’re looking for a dynamic Customer Support Specialist to join our team and play a key role in shaping our future.

The Role

As a Customer Support Specialist, you will be a vital link between our customers and our internal teams. You’ll play a key role in ensuring that orders are processed accurately, invoices are correct, and customers’ needs are met in a timely and professional manner. This role offers the opportunity to directly contribute to our customer satisfaction and success, all while working in a supportive, collaborative environment.

What You’ll Do

• Customer Service: Be the first point of contact for customer inquiries regarding product availability, order status, shipping, and invoicing. Resolve customer issues quickly and effectively.
• Order Entry & Management: Enter orders into our ERP system, ensuring accuracy and completeness. Manage customer-specific pricing, discounts, and special projects such as display builds and special labeling.
• EDI & Portal Management: Oversee EDI customer orders and customer portals to ensure smooth order processing. Monitor daily EDI reports and troubleshoot any issues preventing orders from entering the system.
• Shipping & Invoicing: Coordinate shipping schedules, create shipping labels, and submit shipping documentation, including bills of lading and ASN. Manage the invoicing process, ensuring that invoices are accurate, payments are processed, and discrepancies are resolved.
• Collaboration & Reporting: Work closely with internal teams—such as the Account Managers and Shipping Department—to support special projects and improve operational efficiency. Prepare weekly and monthly customer statements and assist with accounts receivable.
• Continuous Improvement: Assist in writing Standard Operating Procedures (SOP) and best practices, ensuring that business processes evolve to meet customer and operational needs.

Required Qualifications

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with Microsoft Dynamics or similar ERP systems preferred.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to troubleshoot and problem-solve customer issues effectively.
• High degree of professionalism, dependability, and confidentiality.
• Experience working in a customer support or order management role is preferred.