Senior Customer Service Representative

About the role

Golden State Foods is a distinguished leader in the food service industry, offering an extensive array of products and services to a diverse clientele. Rooted in the values of quality service and integrity, we are dedicated to creating a supportive and inclusive atmosphere where employees can advance, innovate, and contribute to our ongoing success.

Manages high volume accounts from order processing to invoicing, ensuring accurate and timely fulfillment. The role coordinates with cross-functional teams, communicates with customers on order status and service updates, and resolves issues or escalations as needed. Additionally, the position supports product launches, promotions, customer transitions, credit requests, and KPI tracking.

Responsibilities

• Owns end-to-end life cycle management of high-volume customer accounts, including order processing, order confirmation, and invoicing.
• Works cross-functionally with production, warehouses, and transportation providers to ensure orders are fulfilled as scheduled.
• Serves as a primary point of contact for customers, delivering clear and professional communication on order status, production changes, and service disruptions.
• Manages and resolves customer escalations promptly, addressing shipping discrepancies and service-related complaints.
• Evaluates customer credit requests and determines appropriate disposition and corrective actions.
• Tracks order fulfillment metrics to support KPI reporting.
• Provides operational and customer support for new product launches, promotions, and customer transitions.
• Performs other related and assigned duties as necessary.

Qualifications

Education: High school diploma or equivalent.

Experience: 1 to 3 years of relevant work experience in customer service or order processing.

Knowledge:

• Basic office equipment and machinery (PCs, copiers, fax machines, adding machines, calculators, etc.) — Expert
• Order processing concepts and procedures — Expert
• Shipping and receiving concepts and techniques — Journey
• Products — Basic
• Promotions — Basic
• Customer service concepts and techniques — Expert
• D365 computing environment — Basic
• Distribution concepts and procedures — Basic
• PC word processing/spreadsheet software applications — Journey

Skills and Abilities:

• Communicate and coordinate effectively with internal and external customers
• Resolve customer complaints effectively and efficiently
• Work independently
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Act in accordance with GSF's Values and Creed

Benefits

• People First: A dynamic community where talents are celebrated and ambitions nurtured.
• Values Driven: Core values drive everything, creating a culture of innovation, integrity, and excellence.
• People Development: Continual development to prepare for the needs of tomorrow.
• Philanthropy & Sustainability: Committed to making a difference beyond our walls through philanthropy and sustainability efforts globally.
• Extensive Benefits: Holistic approach to wellness focusing on the whole person with benefits that support those needs.
• Equal Opportunity Employer: Values diverse perspectives and committed to creating an inclusive and respectful workplace.