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Senior Customer Service

3 weeks ago

Schaumburg, IL, United States C.A. Carlin Full time
Who We Are

At C.A. Carlin, we take brands to new heights. We are one of the leading privately held sales agencies in the industry. Thanks to nimble growth and associations with our operating partners, C.A. Fortune and C.A. Ferolie, we have built brand value that is unlike any other in the CPG industry.

What We Do

Since our start in 1962, we have built industry relationships on the foundation of trust and action. We turn information into insight. We convert insight into programs. We drive programs that consistently deliver results to our clients, on their timeline.

We have more than 300 associates and multiple offices throughout the country. We represent top brands in many categories such as confection, snack, grocery, beverage, frozen, dairy etc.

Overview of Role
  • The Senior Customer Service/Order Management is responsible for managing the full lifecycle of customer orders, ensuring accuracy, timeliness, and exceptional service. This role supports both external clients and internal sales teams, maintaining product data integrity, and resolving complex issues. The ideal candidate is detail-oriented, organized, and excels in communication and problem solving.
  • Hybrid - Schaumburg, IL; in office 3 days/week
  • Salary range range $56,000 - $62,000 based on experience, qualifications and skills
  • At C.A. we're not looking for perfection, just people that want to commit to a us and grow their careers long-term. If you're looking for a sign to apply, here it is
What you will do at C.A Carlin
  • Client Management
    • Serve as primary contact for high-profile clients
    • Provide professional and timely communication to clients and internal teams
  • Order Processing
    • Oversee the end-to-end order lifecycle using the order management system
    • Review and validate orders for accuracy, including pricing, promotions, lead times, and minimums
  • Issue Resolution
    • Handle escalated issues and collaborate with sales/business support to resolve pricing exceptions
    • Escalate unresolved matters to team lead or management as needed
  • System & Data Maintenance
    • Maintain item data, pricing, and promotional setups in the order management system
    • Ensure efficient and accurate order processing through system updates
  • Cross-Functional Collaboration:
    • Partner with sales teams to align on promotional timelines and product launches.
    • Work closely with finance to ensure accurate invoicing and payment reconciliation.
  • Team Support & Leadership
    • Provide guidance and coaching to junior team members
    • Assist with training new employees and team coverage as needed
    • Proactively identify process improvement opportunities and contribute to SOP development
  • Project Management
    • Take ownership of assigned projects and ensure timely completion
What You Should Bring to the Table
  • 3-5 years of customer service and order management experience required
  • Technical Skills
    • Proficiency in order management systems, Aptean GenWeb OMS and Microsoft Office Suite
  • Soft Skills
    • Excellent written and verbal communication
    • Strong analytical and problem-solving abilities
    • Exceptional attention to detail and organizational skills
    • Effective time management and task prioritization
    • Ability to work independently and collaboratively in a cross-functional team
You Will Stand out if you have
  • 5+ years of customer service and order management experience
  • Prior experience with a CPG broker/ manufacturer/ grocery
Perks
  • 16 days of PTO
  • 11 paid company holidays per year
  • 2 paid volunteer days per year
  • 3 months fully paid parental leave (regardless of gender)
  • Medical, dental, and vision
  • Paid company life insurance
  • 401k with company match
  • Summer hours (half day Fridays from Memorial Day thru Labor Day)

Come As You Are

C.A. Carlin is committed to making our company more inclusive. Diversity fuels our innovation and better connects us to our clients, our colleagues, and our communities. Based on research, we know that women and other marginalized groups tend to apply to roles only when their experience perfectly matches the job description. That said, we encourage you to apply if you meet the majority of these qualifications, especially if this role aligns with your career trajectory.