Customer Service/Support

This Position is 100% Remote

Basic Qualifications:

• Minimum 2 to 5 years of experience in customer service/customer logistics
• Broad understanding of policies, processes, and systems relating to order-to-cash
• Customer service mentality
• Strong analytical skills
• Intermediate to advanced spreadsheet user
• Ability to foster teamwork & collaboration
• Self-starter/learner that can drive cross-functional projects
• Commitment to process improvement

• Experience and ability to work independently as a member of a virtual team

Preferred Qualifications:

• Experience in SAP a plus but not required
• Experience in Zendesk a plus but not required

Essential Job Functions:

• Manage order processing workflow for customers and co-manufacturers, including order confirmations and order revisions. Enter manual customer POs into SAP (as needed).
• Ensure accurate and timely order processing to meet customer requirements.
• Drive resolution of customer-related issues with internal/external business partners.
• Act as point of contact for field sales, sales operations, and finance team for order inquiries.
• Manage shelf-life and minimum order exception processes.
• Identify opportunities and lead implementation of customer management policies with key customers, including order size minimums, lead time adherence, and mitigating customer contractual issues.
• Spearhead initiatives with 3PLs, which could include onboarding of new customers, new product introduction readiness, and order fulfillment optimization.
• Assist with delivery damage claims and liaise with QA as needed.
• Serve as escalation for external and internal customer feedback.
• Other duties as assigned.