Customer Relations Rep II

Upstate Niagara Cooperative, Inc.; Town of Lancaster (NY); On-site; USD 64,000 - 70,000; Full time

Job summary

Upstate Niagara Cooperative, Inc. is seeking a Customer Relations Representative II in New York to maintain strong customer relationships by processing orders and coordinating related tasks with speed and accuracy.

You will work with the Sales Team to ensure timely order entry and issue resolution, using M/W/O and reports to stay informed. The role requires excellent communication, multi-tasking, and a customer-focused mindset in a fast-paced environment.

Qualifications

• Associate degree and at least two years of customer service experience.
• Polished verbal and written communication skills.
• Ability to prioritize, multi-task, and work with a sense of urgency.

Responsibilities

• Receive orders via email, EDI or fax and finalize according to SOPs.
• Resolve customer inquiries related to orders, products, and delivery.
• Coordinate with cross-functional teams to ensure order completion and delivery.
• Maintain updated customer account notes and contact information.
• Onboard new customers and train/mentor junior staff as needed.
• Liaise on handling complaints and damage claims.
• Learn product lines and pricing information and run reports as needed.
• Support the Sales Team and manage timecards for direct reports.

Skills

Customer Service

Communication

Time management

Multitasking

Microsoft Word

Microsoft Excel

Microsoft Outlook

Education

Associate degree

Tools

EDI systems

Job description

Join a team that nourishes life from farm to table! Upstate Niagara Cooperative, proudly owned by 200+ local family farms, is one of America’s largest and most stable dairy cooperatives. Guided by farmer- and employee-led values, we process and market high-quality milk, yogurt, dips, sour cream, cottage cheese, and more under our trusted brands: Upstate Farms® Bison® Milk for Life® and Intense Milk®. Here, you’ll support sustainable farming, strong communities, and the mission to deliver fresh, local dairy to families every day.

The Customer Relations Representative II is responsible for maintaining solid customer relationships by processing orders and completing/coordinating all related tasks with speed, accuracy and professionalism, working in collaboration with the Sales Team through effective management of the sales order entry process and issue resolution. Excellent communication and follow-up skills are essential.

Primary Responsibilities Include, But Not Limited To

• Receive orders via email, EDI or fax, enter into computer system, and finalize according to Dept SOPs.
• Resolve customer inquiries related to orders, products, delivery, etc.
• Ensure effective communication between cross-functional teams, both external and internal, to coordinate order completion and delivery.
• Requires knowledge of product lines, production and delivery schedules, pricing, running various reports and inquiries, and similar information as needed.
• Assist with onboarding new customers.
• Keep customer account notes and contact information up to date.
• Primary Account Rep and Backup Rep responsibilities as assigned.
• Ordering/coordinating product samples.
• Liaison role in handling complaints and damage claims.
• Cross-train co-workers as needed.
• At least 1 Direct Report - Manage, train/mentor, approve timecards and time off.
• Become proficient in all product lines handled by CR (currently Cultured, Evap and Ingredients)
• Learn and share VMI customer account handling (currently Wegmans or Tops).
• Perform other tasks as assigned by Department Manager.

Qualifications

• Associates degree and minimum two years Customer Service experience preferred.
• Polished verbal and written communication skills.
• Ability to prioritize work and multi-task with a professional demeanor.
• Takes initiative, well organized, detail-oriented.
• Strong computer skills with proficiency in Microsoft Office (Outlook, Excel, Word).
• Has developed sense of urgency to quickly handle time-sensitive issues.
• Works well in a fast-paced, deadline-driven environment.
• Adaptable to change with excellent time management skills and team player attitude.

Pay: $64,000-$70,000 a year*

• The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Upstate Niagara Cooperative, Inc. is committed to equal employment opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.