Senior Customer Service Representative

About the role

The Senior Customer Service Representative serves as a key customer advocate and subject matter expert within the Customer Service team, supporting Oterra's largest and most strategic customer accounts. This role provides a high level of service, proactive communication, and end-to-end order management, acting as the primary customer contact for assigned key accounts and building trusted relationships while ensuring exceptional execution and responsiveness.

Responsibilities

• Serve as the dedicated Customer Service Representative for Oterra's largest and most strategic customer accounts, building trusted relationships and ensuring an exceptional customer experience.
• Manage the complete order fulfillment process for assigned domestic and international customer accounts, including order entry, order management, delivery coordination, and proactive communication.
• Act as the primary point of contact for complex customer inquiries, escalations, and service-related issues, driving timely resolution while maintaining a high level of customer satisfaction.
• Determine product availability, pricing, lead times, shipping requirements, and customer-specific needs while proactively communicating order status, risks, and potential solutions.
• Partner with Supply Chain, Planning, Manufacturing, Quality, Warehouse, Logistics, and Sales to resolve supply, production, inventory, and delivery challenges affecting customers.
• Lead the coordination and resolution of Customer Service Requests (CSRs), ensuring appropriate ownership, root cause identification, and customer communication throughout the resolution process.
• Build strong cross-functional relationships to identify process improvements, reduce service disruptions, and improve the overall customer experience for assigned accounts.
• Act as a subject matter expert for ERP processes, customer account management, and customer service best practices while mentoring and providing guidance to Customer Service Representatives.
• Maintain customer master data within ERP and supporting systems to ensure data integrity and compliance with customer requirements.
• Support Accounts Receivable activities, including customer invoicing, collections support, account reconciliation, and issue resolution in partnership with Finance.
• Coordinate sample requests, technical documentation, regulatory documentation, and other customer support activities on behalf of Sales and internal stakeholders.
• Monitor customer service metrics, identify trends, and recommend corrective actions to improve service levels, order accuracy, and operational efficiency.
• Participate in continuous improvement initiatives, SOP development, system enhancements, and cross-functional projects that improve customer satisfaction and business performance.
• Assist with onboarding and training new Customer Service team members while promoting standardized processes and knowledge sharing.
• Participate in required training and maintain knowledge of company products, systems, policies, and customer requirements.

Qualifications

• Bachelor’s Degree or 1-2 years equivalent experience preferred.
• Ability to read, write and speak English and Spanish fluently. Ability to speak Portuguese is a benefit.
• Working knowledge of logistics and manufacturing processes.
• Possesses a working knowledge in Microsoft Office programs, SAP and Batch Master.
• Ability to perform conversion calculations with units of measure, money, and other basic math functions as needed.
• Excellent interpersonal skills.
• Communicates effectively with the ability to ask the pertinent question(s) to determine customer needs.
• Ability to work effectively within a team environment and collaborate on issues.
• Familiarity with delivery schedules, routing, incoterms and carriers preferred.
• Proven lean process improvement mindset.
• Ability to flex and adapt to change.
• Food industry knowledge a plus.

Benefits

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance.
• Financial Security: A retirement savings program with 401(k), company match, and bonus program.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.
• Engagement in the Workplace: Monthly employee engagement events and team celebrations.
• Growth & Empowerment: A collaborative culture that encourages career growth and professional development opportunities.