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