Customer Service Representative

Role Overview

The Customer Service Representative is responsible for end-to-end execution of order management across a broad base of retail and wholesale accounts spanning the company’s national footprint. This role ensures accurate and timely processing of purchase orders, proactive communication on order risks, and consistent delivery of best-in-class service levels across all trade partners.

Beyond day-to-day execution, this role supports account performance by monitoring order flow, identifying fulfillment gaps, and partnering cross-functionally to resolve issues before they escalate. The ideal candidate brings a solutions-oriented mindset, strong attention to detail, and the ability to thrive in a fast-moving, entrepreneurial environment.

This role sits at the intersection of Operations, Supply Chain, and Sales — serving as a key connector between internal teams and external customers to protect service levels, fill rate, and retailer relationships.

Key Responsibilities

Purchase Order Management

• Own the full lifecycle of purchase orders from receipt through fulfillment

• Review, validate, and enter orders into internal systems (EDI and/or manual entry)

• Confirm order quantities, pricing, ship windows, and routing requirements

• Ensure alignment between incoming orders, inventory availability, and production schedules

Order Risk & Exception Management

• Proactively identify risks to fill rate, including inventory shortfalls or shipping delays

• Communicate cuts, delays, and push-outs to customers in a timely and professional manner

• Partner with Supply Chain and Planning teams to mitigate issues and improve outcomes

• Track and manage all open order exceptions through to resolution

Customer Communication

• Serve as the primary point of contact for assigned retail and wholesale accounts

• Respond to all customer inquiries within defined service level agreements

• Maintain clear, professional, and proactive communication at all times

• Provide regular updates on order status, delays, and issue resolution

Execution & Compliance

• Ensure all orders meet applicable retailer compliance requirements (routing, labeling, ASN accuracy)

• Monitor and work to reduce chargebacks tied to execution errors

• Maintain accurate and up-to-date records of order status, changes, and communications

• Support continuous improvement of customer service processes, tools, and reporting

Reporting & Analytics Support

• Track and report on key performance indicators such as fill rate, on-time shipment, and order accuracy

• Identify trends and surface insights related to order patterns, inventory flow, and account performance

• Partner with Sales and Operations to support forecasting, promotional readiness, and replenishment planning

• Build and maintain reporting to support proactive account management and internal visibility

Qualifications

• 2–4 years of experience in customer service, order management, or supply chain; CPG experience preferred

• Familiarity with national retail accounts and an understanding of retailer compliance expectations

• Experience with EDI platforms and order management systems

• Proficiency in Microsoft Excel; comfort working with data and reporting

• Strong written and verbal communication skills with a professional, customer-first approach

• Highly organized with exceptional attention to detail

• Ability to manage multiple priorities simultaneously in a fast-paced, less structured environment

• Analytical mindset with the ability to translate data into clear, actionable insights

What Success Looks Like

• Orders are executed accurately, completely, and on time

• Customers are informed of issues before they escalate

• Communication is proactive, not reactive

• Internal teams trust this role to own the order end-to-end

• Fill rate, compliance, and service levels consistently meet or exceed expectations