Customer Service Representative

Job Summary

The Customer Service Representative provides internal support to the Customer Service Account Managers and Sales teams by processing orders, maintaining accurate documentation, and ensuring seamless coordination between departments involved in fulfilling customer requirements. The CSR ensures order accuracy and completeness throughout the full lifecycle, from entry through shipment, and partners with cross-functional teams to resolve exceptions or delays.

This position works primarily behind the scenes—supporting day-to-day order management, production coordination, and internal reporting—typically without direct customer interaction or inventory management responsibilities.

Key Responsibilities

Order Processing & Documentation

• Enter and maintain accurate sales orders in the ERP system.
• Verify pricing, quantities, and product specifications against customer and production requirements.
• Ensure all documentation (order confirmations, bills of lading, shipping instructions, etc.) is complete and accurate.
• Track order progress through production and shipping to ensure timely delivery.
• Monitor the full order lifecycle within the ERP system to identify and address discrepancies, credit holds, or shipment delays before escalation.
• Audit orders and confirmations regularly to ensure accuracy, pricing integrity, and compliance with company standards.

Internal Coordination

• Communicate order requirements and schedule changes to Production, Quality, and Logistics teams.
• Support issue resolution related to order accuracy, packaging, or shipping discrepancies by gathering data and coordinating internal responses.
• Maintain organized records of orders, invoices, and correspondence for audit and compliance purposes.
• Coordinate with Accounting to resolve invoice, billing, or credit discrepancies.
• Partner with Logistics to confirm shipment status and communicate updates internally to Sales and Customer Service management.
• Collaborate with IT and Data teams to maintain accuracy of master data, customer profiles, and product specifications in ERP systems.

Reporting & Analysis

• Prepare internal reports on order trends, fulfillment accuracy, and on-time performance.
• Support the Customer Service Manager in preparing customer scorecards, weekly updates, or performance metrics.
• Identify process inefficiencies and recommend improvements to enhance order accuracy and workflow.
• Track and report key performance indicators (KPIs) such as order accuracy, fulfillment timeliness, and error rates.
• Assist with root cause analysis and implement corrective actions to reduce future order errors.
• Provide data and documentation support for customer performance scorecards and internal business reviews.

Quality & Food Safety Compliance

• Partner with Quality Assurance to ensure product release documentation aligns with customer and regulatory expectations.
• Maintain compliance with all food safety, labeling, and traceability standards in customer order documentation.
• Ensure all order and shipment documentation meets SQF, BRC, and internal audit requirements.
• Follow standard operating procedures (SOPs) for document control and record retention.

Continuous Improvement & Support

• Participate in cross-functional projects to streamline order entry, workflow efficiency, and communication processes.
• Recommend and implement process improvements to enhance internal service performance.
• Serve as a backup for other corporate CSR or Customer Service Support roles as needed.
• Support Sales and Customer Service Management with data requests, report preparation, and pricing updates.

Confidentiality & Compliance

• Maintain strict confidentiality of sensitive information including pricing, customer data, and production schedules.
• Ensure compliance with all company policies, procedures, and confidentiality standards.

Qualifications

Education & Experience

• High School Diploma required. Associate degree in Business, Supply Chain, or related field preferred.
• 2–3 years of administrative, customer service support, or order entry experience within a food manufacturing or production environment.
• A Bachelor's degree in Business, Supply Chain, or a related field may be considered in lieu of the 2–3 years of experience requirement.
• Experience with ERP systems and order management software required.
• Familiarity with food safety documentation and production workflows preferred.
• Experience supporting cross-functional departments such as Sales, Logistics, Accounting, or QA.
• Prior experience analyzing order trends and preparing internal performance reports is a plus.

Skills & Competencies

• Strong data entry accuracy and attention to detail.
• Excellent written and interpersonal communication skills.
• Proven ability to manage multiple tasks in a fast-paced environment.
• Analytical thinker with solid organizational and follow-through abilities.
• Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Team-oriented mindset with a focus on accuracy and reliability.
• Strong working knowledge of ERP (e.g., SAP, Oracle, or similar) and CRM systems.
• Ability to track and interpret performance metrics to support continuous improvement.

Physical Requirements

• Primarily office-based; must be able to sit, stand, or walk for extended periods during the workday.
• Occasional visits to production or warehouse areas, requiring the use of PPE (e.g., hairnets, earplugs, safety shoes, etc.).
• Occasional travel may be required to customer sites or other Gold Creek Foods locations.

Gold Creek Foods is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

If you need assistance or an accommodation to apply for a position, please contact Human Resources at

Job Type: Full-time

Pay: $38, $42,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person