Customer Relations Representative

Upstate Niagara Cooperative, Inc.; Town of Lancaster (NY); On-site; USD 28,000 - 34,000; Full time

Job summary

Upstate Niagara Cooperative, Inc. is seeking a Customer Service Representative I to support order processing, inquiries, and cross-functional communication. This role emphasizes accuracy, organization, and timely service in a fast-paced environment.

Full training is provided. The position involves office duties, data entry, and collaboration with internal teams to ensure customer satisfaction and on-time deliveries.

Qualifications

• Minimum of one year of customer service experience is a plus.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office, especially Outlook, Word, and Excel.
• Ability to manage multiple tasks and prioritize effectively.
• High level of organization and attention to detail.
• Self-motivated with a strong sense of urgency and accountability in handling time-sensitive matters.
• Professional demeanor and ability to remain composed under pressure.
• Strong time management and teamwork skills.
• Flexibility and adaptability to change in a fast-paced, deadline-driven environment.

Responsibilities

• Receive and enter customer orders via fax, EDI, or email per SOP.
• Respond promptly to inquiries about orders, products, deliveries.
• Coordinate between internal teams and customers to ensure timely order fulfillment.
• Maintain knowledge of products, pricing, schedules, and delivery timelines.
• Maintain accurate customer records and contact info.
• Act as primary or backup account representative as assigned.
• Liaise on customer complaints and damage claims.
• Cross-train to support team members.
• Perform other tasks and specials as assigned.

Skills

Communication

Time management

Prioritization

Attention to detail

Organization

Self-motivation

Accountability

Professionalism

Composure under pressure

Teamwork

Adaptability

Flexibility

Tools

Microsoft Office

Outlook

Word

Excel

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 Service Representative I plays a vital role in supporting customer satisfaction by efficiently processing orders, addressing customer inquiries, and facilitating communication between internal teams and external partners. The position requires a detail-oriented individual with strong communication, follow up and organizational skills. Full training is provided. This role may also include administrative support responsibilities as assigned.

Key Responsibilities

• Accurately receive and enter customer orders via fax, EDI, or email, adhering to departmental standard operating procedures.
• Respond promptly and professionally to customer inquiries regarding orders, products, deliveries, and other related concerns.
• Serve as a liaison between internal departments and external customers to ensure timely and accurate order fulfillment and delivery.
• Maintain thorough knowledge of product lines, pricing, production schedules, and delivery timelines.
• Keep customer records and contact information current and accurate.
• Serve as the primary or backup account representative as assigned.
• Serve as liaison for managing customer complaints and damage claims.
• Cross-train to support other team members within the Customer Relations department.
• Perform other tasks and special projects as assigned by the Department Manager.

Qualifications

• Minimum of one year of customer service experience is a plus.

Skills

• Strong verbal and written communication skills.
• Proficiency in Microsoft Office, especially Outlook, Word, and Excel.
• Ability to manage multiple tasks and prioritize effectively.
• High level of organization and attention to detail.
• Self-motivated with a strong sense of urgency and accountability in handling time-sensitive matters.
• Professional demeanor and ability to remain composed under pressure.
• Strong time management and teamwork skills.
• Flexibility and adaptability to change in a fast-paced, deadline-driven environment.

Working Conditions (Physical Demands)

This role is performed in an office environment with regular use of computers and communication devices. Occasional standing, walking, and lifting of up to 15 pounds may be required.

Pay

$20.00-$25.00 per hour*

* The salary range listed for this position represents the good faith and reasonable minimum and maximum pay for this role at the time of posting. Actual compensation may vary based on factors including, but not limited to, experience, skills, training, knowledge, education, and overall qualifications. 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.