Customer Solutions Representative

World's Finest® Chocolate; Chicago (IL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Wellness Program

401k Matching

HSA/FSA

Life Insurance

Tuition Reimbursement

Job summary

World’s Finest Chocolate seeks a seasoned Customer Solutions Representative to own complex customer challenges and drive business outcomes. You will manage the end-to-end lifecycle, from pre-sales support and order management to billing and issue resolution, leveraging phone and email for analysis and root-cause identification.

You will collaborate across Production, Logistics, Quality, and Accounting, delivering long-term solutions and exceptional customer experiences.

Qualifications

• 2–4 years of experience in customer service, account management, order processing, or related roles.
• Ability to learn and apply complex products, systems, or processes to resolve issues and deliver solutions.
• Excellent written and verbal communication with the ability to explain complex information clearly.

Responsibilities

• Analyze and resolve complex issues with independent judgment across teams.
• Serve as a trusted contact for internal and external stakeholders with precise, timely communication.
• Collaborate with Production, Logistics, Quality, and Accounting to resolve inquiries and ensure smooth processes.

Skills

Customer service experience

Strong communication

Relationship building

Problem solving

Education

Bachelor’s degree in business or related field

Tools

SAP

Salesforce

CRM systems

Job description

POSITION OVERVIEW

We’re seeking a seasoned Customer Solutions Representative who excels at solving complex customer challenges and driving meaningful business outcomes. This is a strategic, high-impact role, not entry-level. You will step in with authority, take ownership of critical customer issues, and deliver results from day one.

In this role, you will manage the end-to-end customer lifecycle, from pre-sales support and order management to billing, collections, and issue resolution. Leveraging phone and email you will analyze problems, identify root causes, and collaborate cross-functionally to implement seamless, long-term solutions. Exceptional communication, relationship management, and problem-solving skills are essential, as you will represent our products and services while ensuring a superior customer experience.

We’re looking for a proactive, confident professional who can drive customer satisfaction and operational excellence across the organization.

KEY RESPONSIBILITIES

• This is not a traditional customer service role. The position focuses on analyzing and resolving complex issues, exercising independent judgment, and collaborating across teams to deliver effective solutions. It does not involve high-volume call handling or scripted responses typical of a call-center environment.
• Serve as a trusted point of contact for internal and external stakeholders, delivering precise, professional, and timely communication.
• Partner strategically with Production, Logistics, Quality, and Accounting to resolve complex customer and operational inquiries, ensuring smooth processes across teams.
• Lead resolution of high-impact customer requests across all channels (phone & email), including order processing, inventory management, product recommendations, and lead-time challenges.
• Proactively communicate critical updates, delays, or changes to drive customer satisfaction.
• Oversee the end-to-end order lifecycle, from order entry and tracking to confirmations, coordination with Logistics and Production for on-time delivery.
• Manage exceptions and escalations, including returns, credit adjustments, and custom labeling, ensuring issues are resolved efficiently and accurately.
• Maintain deep subject-matter expertise in products, catalogs, sales teams, promotional programs, and internal systems to provide authoritative guidance and support business decisions.
• Identify ways to improve processes, collaborate with leadership, and help drive smooth operations that create outstanding experiences for our customers.
• Maintain accurate and detailed records of customer interactions, solutions, and follow-ups in CRM or other tracking systems.
• Responsibilities may evolve to support the needs of the business

QUALIFICATIONS

• Minimum 2-4 years of experience in customer service, account management, order processing, collections, or related roles.
• Experience learning and applying complex products, systems, or processes to resolve customer issues and deliver solutions.
• Strong communication skills, with the ability to explain complex information clearly and concisely.
• Exceptional relationship-building skills and a focus on driving positive outcomes across both customer interactions and internal team collaboration.
• Bachelor’s degree in business or related field

PERFERRED SKILLS

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with SAP, Salesforce, or other CRM systems preferred.
• Comfortable navigating multiple applications and screens to research, track, and resolve customer issues efficiently.
• Strong ability to leverage technology to enhance the customer experience and streamline internal processes.

COMPENSATION

• Annual Bonus: 5% of base salary, based on company and/or individual performance
• Medical insurance
• Vision insurance
• Wellness Program
• 401k Matching
• HSA/FSA
• LifeLock Identity Theft Protection
• STD/LTD
• Life Insurance
• Tuition Reimbursement

REPORTING RELATIONSHIP

Reports to: Customer Service Manager

LOCATION

This is a hybrid role. Travel to World’s Finest Chocolate’s Chicago headquarters is required at least one week per month.

EQUAL OPPORTUNITY EMPLOYER

World’s Finest Chocolate is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We celebrate diversity and are dedicated to providing an environment of respect and inclusivity for all employees.