Senior Customer Support & Logistics Specialist

The Senior Customer Service Representative is responsible for managing complex domestic and international customer orders from entry through delivery, while serving as a key cross-functional partner across Product Management, Supply Chain, Sales, Production, Accounting, Quality, and Logistics.

About the role

• Manage and process customer orders end-to-end, ensuring accuracy, timeliness, and adherence to customer requirements
• Serve as a primary point of contact for customers, proactively managing inquiries, order status, issues, and escalations in a professional and solutions-oriented manner
• Collaborate closely with Product Management to support product launches, product changes, customer-specific requirements, and issue resolution
• Possess strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams)
• Proven ability to manage complex order flows, multi-step processes, and competing priorities in a fast-paced environment
• Show strong problem-solving skills with the ability to make independent decisions and escalate appropriately
• Maintain high attention to detail with excellent organizational and follow-up skills
• Exhibit excellent written and verbal communication skills, with ability to interface effectively with customers and internal stakeholders at all levels

Responsibilities

• Manage and process customer orders end-to-end, ensuring accuracy, timeliness, and adherence to customer requirements
• Serve as a primary point of contact for customers, proactively managing inquiries, order status, issues, and escalations in a professional and solutions-oriented manner
• Collaborate closely with Product Management to support product launches, product changes, customer-specific requirements, and issue resolution
• Partner cross-functionally with Supply Chain, Production, and Planning to ensure order fulfillment aligns with inventory availability, production schedules, and customer commitments
• Coordinate with logistics, shipping, and freight forwarders for domestic and international shipments, including export documentation, SLI completion, and freight quote management
• Proactively identify supply or fulfillment risks and communicate mitigation plans to internal stakeholders and customers
• Handle complex customer issues including complaints, returns, and credits with a high level of ownership and follow-through
• Drive continuous improvement by identifying process inefficiencies and recommending solutions to enhance customer service and cross-functional workflows
• Support onboarding and mentoring of junior CSR team members as needed
• Maintain compliance with all company safety policies and procedures

Requirements

• Minimum 5 years of customer service experience in a manufacturing, ingredients, or similar B2B environment required
• Demonstrated experience working in cross-functional teams, including collaboration with Product Management, Supply Chain, and global customer service teams required
• Experience managing both domestic and international customer accounts, including export documentation and logistics coordination required
• Strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams) required
• Proven ability to manage complex order flows, multi-step processes, and competing priorities in a fast-paced environment required
• Show strong problem-solving skills with the ability to make independent decisions and escalate appropriately required
• Maintain high attention to detail with excellent organizational and follow-up skills required
• Exhibit excellent written and verbal communication skills, with ability to interface effectively with customers and internal stakeholders at all levels required
• Experience in a regulated or quality-driven industry (e.g., food, pharma, supplements, chemicals) preferred
• Understanding of international trade/export processes preferred
• Fluency in English and proficiency in Spanish, and Portuguese preferred

Qualifications

• Minimum 5 years of customer service experience in a manufacturing, ingredients, or similar B2B environment
• Demonstrated experience working in cross-functional teams, including collaboration with Product Management, Supply Chain, and global customer service teams
• Experience managing both domestic and international customer accounts, including export documentation and logistics coordination
• Strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams)
• Proven ability to manage complex order flows, multi-step processes, and competing priorities in a fast-paced environment
• Show strong problem-solving skills with the ability to make independent decisions and escalate appropriately
• Maintain high attention to detail with excellent organizational and follow-up skills
• Exhibit excellent written and verbal communication skills, with ability to interface effectively with customers and internal stakeholders at all levels
• Experience in a regulated or quality-driven industry (e.g., food, pharma, supplements, chemicals) preferred
• Understanding of international trade/export processes preferred
• Fluency in English and proficiency in Spanish, and Portuguese

Skills

• ERP experience (SAP, Microsoft Dynamics 365, or equivalent)
• Microsoft Office proficiency (Excel, Outlook, Teams)
• Problem-solving skills
• Attention to detail
• Written and verbal communication skills

Benefits

• Comprehensive benefits package
• Flexible work schedule
• Professional development opportunities
• Employee recognition programs

Pay

The expected salary range for this role is $65,000 to $75,000, based on experience.

Schedule

Role is based in the Montvale, NJ office. Primarily office-based, with extended periods working at a computer and communicating via phone and email. Ability to support customers across multiple time zones, including East Coast and LATAM regions.