Customer Service Representative

Job Type

Full-time

Description

Position Title: Customer Service Representative

Reports To: Sales Operations Manager

FLSA Status: Hourly/Non-Exempt

Job Grade: 1

Pay Range: $21.00-$29.28

Date Revised: May 2025

Position Overview

The Customer Service Representative (CSR) plays a critical role in overseeing the complete order fulfillment process for bulk milk and ingredient sales, including order management, logistics coordination, documentation, and customer relationship management. This position ensures accurate and timely execution of all activities related to sales orders, from initial entry through delivery and invoicing, while maintaining strong relationships with internal teams and external customers.

The CSR works closely with the Sales Operations Manager and cross-functional teams to uphold operational excellence, ensure compliance with domestic and international trade requirements, and support the overall success of the sales function.

Key Responsibilities

• Order Management:
  • Enter customer orders and manage related contracts.
  • Coordinate with the production team to confirm inventory availability and schedule new orders.
  • Review customer credit terms and arrange for credit insurance or currency coverage as required.
  • Prepare and manage all necessary documentation for both domestic and export sales.
  • Generate and process invoices, ensuring adherence to established credit terms.
  • Maintain accurate data and records within the ERP system and Salesforce.
• Logistics & Documentation:
  • Coordinate logistics for all orders, including transportation and customs documentation.
  • Apply a solid understanding of Incoterms and international trade procedures.
  • Manage sample orders, documentation, and shipments as needed.
• Customer Communication & Support:
  • Maintain clear, detailed, and timely communication with customers, documenting all interactions accurately.
  • Support collection efforts as required to ensure timely payments.
  • Initiate and follow up on internal quality assurance or logistics claims.
  • Provide cross-functional support within the customer service team when necessary.
• Additional Duties:
  • Answer incoming calls and assist visitors as needed.
  • Take on special projects or additional tasks as assigned by management.
  • Occasionally support the department outside of regular business hours to accommodate the needs of a 24/7 manufacturing operation.
  • Uphold the confidentiality of sensitive sales, marketing, and employee information.

Position Requirements

• Associate's degree in business or equivalent preferred; minimum of 2+ years' experience in customer service and office administration required.
• Prior experience with international trade and knowledge of Incoterms preferred.
• Experience working with letters of credit and documentary collections is a plus.
• High attention to detail, strong organizational skills, and ability to manage multiple tasks simultaneously.
• Excellent verbal and written communication skills; ability to prepare reports and communicate effectively with senior management.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint); experience with Salesforce, Microsoft Dynamics 365, and Power BI is an advantage.
• Self-motivated and able to work independently with minimal supervision.
• Must be able to occasionally work off-hours as needed to support operational demands.
• Reliable transportation to and from work.
• Ability to lift up to 25 lbs.

Physical Requirements:

• Ability to navigate all areas of the facility, including office spaces, warehouse areas, and the exterior perimeter.

• Must wear required personal protective equipment (PPE) as necessary to safely perform job duties.

• Ability to stand, sit, and carry out tasks throughout a full shift, with appropriate meal breaks.

• Physically capable of standing, bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing, and crouching as needed.

• Able to lift and move items weighing up to 50 pounds independently and heavier objects with reasonable accommodations.

• Visual acuity sufficient to perform job duties accurately.

• Capable of assessing weights, judging distances, and working at various heights.

Work Schedule:

M-F 730am-4pm; M-F 8am-430pm; M-F 830am-5pm

Compensation:

At Cayuga Milk Ingredients, we value a fair and comprehensive approach to compensation. Our wage range for this role is determined by various factors, including skill sets, experience, training, licensure, certifications, and organizational needs. It is not typical for an employee to start at or near the top of the range for the position. Compensation decisions are made based on individual job circumstances considering skill level, previous experience, and education requirements.

Equal Opportunity Employer:

Cayuga Milk Ingredients is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Non-Discrimination Policy:

The contractor will not discriminate against employees or applicants for discussing or disclosing their own pay or the pay of others. However, employees with access to compensation information as part of their job duties are prohibited from disclosing this information to unauthorized individuals, except in specific circumstances outlined by applicable laws and regulations (41 CFR 60-1.35(c .

General Statement:

All Cayuga employees recognize that the success and prosperity of the company is everyone's responsibility. All employees are expected to treat each other in a positive, respectful, and professional manner, to be at work for their assigned shift and to work safely as a team. Employees must be self-starters who can relate to all levels of the organization.

Disclaimer:

o All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

o This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

o The company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.

o This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Salary Description

$21.00 - $29.28/hour