The Opportunity:
A leading manufacturer of flavor and fragrance ingredients is seeking a Senior Customer Service Representative to join their team. The company serves clients across a wide range of industries, including food and beverage, personal care, and household products, offering innovative and high-quality sensory solutions. This is an excellent opportunity for an experienced customer service professional to play a key role in managing client relationships and overseeing the full order process in a dynamic manufacturing environment.
Position Overview:
The Senior Customer Service Representative is responsible for ensuring a seamless customer experience by managing client accounts and overseeing the entire order lifecycle-from quote to delivery. This role requires excellent communication, attention to detail, and the ability to coordinate across multiple departments to meet client needs efficiently and professionally.
Key Responsibilities:
- Serve as the primary point of contact for assigned customer accounts
- Manage the full order process including quotes, order entry, production status, logistics coordination, and follow-up
- Handle customer inquiries and product-related questions promptly and professionally
- Troubleshoot and resolve order or product-related issues in a timely and customer-focused manner
- Maintain accurate customer records, order history, and account documentation in CRM/ERP systems
- Collaborate with internal teams (Production, Planning, Shipping, Sales) to ensure timely order fulfillment
- Monitor inventory levels and communicate lead times or potential delays to customers
- Provide updates on product availability, pricing, and specifications as needed
- Develop and maintain a deep understanding of the company's product portfolio and evolving service offerings
- Support continuous improvement initiatives within the customer service and order management processes
Qualifications:
- 3+ years of previous experience in customer service or account management at a manufacturing company
- Experience with ERP and CRM systems; proficiency in Microsoft Office Suite
- Bilingual in English and Spanish preferred
- Strong organizational skills and the ability to manage multiple priorities effectively
- Excellent verbal and written communication skills with a customer-first mindset
- Ability to build rapport and maintain strong relationships with clients
- Detail-oriented, dependable, and comfortable working in a fast-paced environment