Customer Service Representative

Puratos; Avalon (CA); On-site; USD 34,000 - 47,000; Full time

Benefits offered by this job

Medical coverage

401(k) with employer contributions

Paid time off

Life coaching

Onsite health exams

24/7 nurse access

Lifestyle Spending Account

Annual bonus

Job summary

Puratos USA is seeking a Customer Service Representative to serve as the central contact for regional customers, delivering first-class service and building strong relationships. The role requires managing orders, coordinating with sales and logistics, and maintaining high levels of customer satisfaction in a fast-paced environment.

Responsibilities include order entry in SAP, freight coordination, and documentation, with a focus on on-time delivery and responsive issue resolution.

Qualifications

• Bilingual Spanish and English required.
• 3+ years of customer service experience.
• Experience with SAP in Order Management and Transportation.
• Food industry experience preferred.
• Proven team player with cross-functional collaboration.
• Excellent organizational and follow-up skills.

Responsibilities

• Manage multiple strategic accounts in partnership with sales via phone, email, and in-person meetings.
• Enter samples and sales orders to invoicing and manage inventory in SAP.
• Support logistics processing, track orders, handle customer complaints and refunds.
• Adhere to SOPs for order intake via phone, fax, email and EDI.
• Track and resolve customer issues including returns and credits.
• Collaborate with sales and operations to reduce shortages and freight costs for a positive customer experience.
• Prepare bills of lading, pick tickets, and invoices.
• Backorder and open order management.
• Scan, mail, and file paperwork daily.
• Participate in team support projects.

Skills

Bilingual Spanish-English

Customer service experience

Team collaboration

Organizational skills

Communication & presentation

Tools

SAP

Job description

The Customer Service Representative is the dedicated central point of contact for geographical customers in all things Customer Service, with the goal of supplying a first-class customer experience. Helping our customers become more successful with their business by delivering Customer Excellence by building trust, exhibiting team spirit, and a developing great customer relationships. This role is responsible for managing customer expectations and company capabilities while continuously improving the way we service them, making their lives easier. The Senior Customer Service Representative demonstrates responsibility and accountability within the organization for anything service-oriented.

Primary Responsibilities

• Effectively manage multiple critical/strategic accounts in partnership with sales, proactively communicating with each via phone, email and scheduled in-person meetings to constantly improve the customer experience
• Sample and Sales Order entry to invoicing and at-risk inventory management using SAP for designated regions
• Support complex logistics processing, work with freight team on tracking orders, customer complaints, refunds, etc.
• Adhere to the Standard Operating Procedures for customer service processes including modes of order intake including phone, fax, email and EDI
• Tacking, analyzing proactively and resolving customer issues including returns, debit and credit processing and complaint management
• Work with sales and operations teams to identify and implement best practices with regards to communications around, but not limited to; shortages, lead times, freight costs, etc. ensuring a positive experience and maximum customer satisfaction
• Meet company expectations with regards to critical performance metrics including but not limited to on-time delivery, open orders, productivity, overtime, and freight cost reductions
• Prepare documentation including bills of lading, pick tickets, and invoices
• Backorder and open order management
• Scan, mail, and file all applicable paperwork on a daily basis.
• Participate in multiple team support projects

Prior Knowledge/Experience

• Bilingual proficient in Spanish and English required
• 3+ years of customer service experience
• Working knowledge of SAP, preferably in Order Management (Sales and Distribution module) and Transportation
• 1+ years transportation tendering or operations experience preferred
• Food industry experience preferred; can be Consumer Products, CPG and/or Pharmaceuticals
• Proven team player, able to work collaboratively at all levels and build partnerships with cross-functional teams
• Excellent organizational, planning, influencing, presentation and follow-up skills
• Self-motivated and persuasive in presenting ideas and executing to a final result

Looking for a Career for Good?

We offer a competitive compensation and benefit package, designed to promote aHappier, HealthierYou which includes:

Compensation:

• Compensation for this role is hourly and will be based on your experience, skills, and location, with a typical hourly range between $24.69 - $33.95.
• This role is eligible for a targeted annual bonus equal to $3500/year. Final bonus payouts are determined by both individual and company performance.
• Medical coverage starts the first of the month—no waiting period
• Immediate 401(k) eligibility with fully vested matching contributions
• Over 5 weeks of paid time off in your first year
• Free life coaching, onsite health exams, 24/7 access to Registered Nurses
• Lifestyle Spending Account

"If you are a solution oriented and analytical thinker with a passion for leading and inspiring people, we invite you to experience the magic of being yourself and join us for “a career for good.”

Grow Your Career At Puratos USA

At Puratos USA, we offer a wide range of career opportunities across our HQ, innovation centers, production facilities, and distribution sites nationwide. Our commitment to safety, health and wellbeing, collaboration, and the latest technology ensures that our employees can innovate and thrive. Headquartered in Pennsauken, NJ, with locations in Boston, Chicago, Kenosha, Los Angeles, Miami, New York, and Seattle, we create pathways for career development and impactful contributions within the company, industry, and the communities we operate in.

We are a People First organization driven by our values and Puratos magic culture. Join us to drive positive change through food innovation for good.

At Puratos, we create innovative food solutions for the health and well-being of people everywhere. As the global leader in bakery, patisserie and chocolate ingredients, we help our customers to be successful with their business, by turning technologies and experiences from food cultures around the world into new opportunities.We are more than 10.000 employees in over 80 countries and a consolidated turnover of 3 billion euros (in 2023). Our passion for innovation, a pioneering spirit and the unique Puratos culture drive our solid growth and vision for the future This, along with our commitment to our local communities, is what makes working at Puratos so magical.