Customer Service Representative

Job Title: Customer Service Representative (CSR)

Location: Chicago, IL 60632

Department: Customer Service / Sales

Reports To: Sales Manager

Pay Rate: $19 to $25 (depending on experience/shift)

Position Summary

The Customer Service Representative (CSR) serves as the main liaison between the company and its customers. This position ensures seamless customer experience by providing accurate information, processing orders efficiently, and resolving issues promptly. The CSR supports both sales and operations teams by maintaining up-to-date account records, tracking orders, and coordinating communication between departments.

Success in this role requires professionalism, accuracy, and a strong customer-first mindset aligned with the company's mission of quality, reliability, and service excellence.

Key Responsibilities

1. Customer Communication & Support

· Serve as the primary point of contact for customer inquiries via phone, email, or order portal.

· Maintain a positive, empathetic, and professional attitude toward all customers and colleagues.

· Respond promptly to customer questions regarding products, pricing, order status, and delivery schedules.

· Educate customers on product specifications, ordering procedures, and company policies.

· Identify upselling or cross-selling opportunities consistent with customer needs.

2. Order Processing & Account Management

· Accurately enter, verify, and process customer purchase orders, credits, returns, and adjustments.

· Review product availability, substitutions, and special-order requirements with internal teams.

· Track open orders and proactively communicate any service delays, substitutions, or shipping changes.

· Maintain detailed and accurate customer account records in the ERP/CRM system (e.g., Canopy, SAP, NetSuite, or Salesforce).

· Ensure all orders are billed, shipped, and documented according to company and USDA guidelines.

3. Issue Resolution & Problem Solving

· Clarify customer concerns and troubleshoot product or delivery issues.

· Collaborate with production, logistics, and QA teams to identify root causes and corrective actions.

· Escalate unresolved issues to the Sales Manager or appropriate department head.

· Follow up with customers to verify satisfaction and confirm that issues are fully resolved.

4. Product & Service Knowledge

· Maintain current knowledge of company product lines, pricing, case or box sizes, and specifications.

· Stay updated on promotions, discontinued items, and substitutions.

· Communicate customer feedback and trends to the Sales and Operations teams to support process

improvements.

5. Documentation & Reporting

· Log all customer interactions, complaints, and resolutions in the CRM system.

· Prepare weekly or monthly reports on customer satisfaction, service levels, and order accuracy.

· Track and communicate recurring issues or trends that affect customer experience or operational flow.

· Ensure full compliance with company policies, including confidentiality, data accuracy, and food safety standards.

6. Team Collaboration

· Work closely with Sales, Production, Logistics, and QA to ensure orders are fulfilled correctly and on time.

· Participate in cross-departmental meetings to share insights on customer trends and service metrics.

· Support internal teams with customer data, forms, and documentation needed for account maintenance or audits.

Qualifications and Skills

· High school diploma or equivalent; associate or bachelor's degree preferred.

· Minimum 2 years of experience in a customer service or order-processing role, ideally in food manufacturing, logistics, or distribution.

· Strong written and verbal communication skills; bilingual (English/Spanish) preferred.

· Proficient in Microsoft Office, ERP/CRM systems, and order management software.

· Excellent organizational, multitasking, and time-management abilities.

· Demonstrated problem-solving, conflict-resolution, and analytical skills.

· Ability to remain professional and calm under pressure in a fast-paced environment.

· Customer-focused, detail-oriented, and team-driven.

Work Environment

· Office-based within a USDA-regulated food production and distribution facility.

· Frequent communication with warehouse, QA, sales, accounting, and transportation teams.

· Standard business hours (Mon–Sat)

· Requires use of phones, email, ERP software, and standard office equipment.

Schedule: Mon – Fri 5 AM – 1:30 PM or Mon – Fri 7:00 AM – 3:30PM / Sat 5 AM – 10 AM**

**Schedule and job responsibilities subject to change based on business needs**

Job Type: Full-time

Pay: $ $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of experience do you have in a customer service or order entry role supporting a manufacturing, food distribution, or logistics environment?
• Have you worked with ERP or order management systems (for example: Canopy, NetSuite, SAP, or QuickBooks Enterprise)?
• This position is on-site at our Chicago 60632 facility, Monday–Saturday. Can you reliably commute to location?

Experience:

• Customer service: 2 years (Required)

Language:

• English (Required)
• Spanish (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Chicago, IL Required)

Work Location: In person