Senior Customer Service Representative

True Story Foods; Fairfield (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

True Story Foods is seeking a Senior Customer Service Representative to serve as the primary liaison between customers, sales, and internal teams. You will manage orders, monitor inventory, and forecast needs to ensure on-time delivery while addressing issues professionally.

The role requires strong communication, problem-solving, and multitasking abilities in a fast-paced manufacturing environment. Previous ERP and customer portal experience is highly valued.

Qualifications

• High school diploma required; Bachelor's degree preferred.
• 3–5+ years of customer service experience, preferably in a manufacturing, CPG, or distribution environment.
• Strong knowledge of order management systems, ERP platforms, or customer portals.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Customer focus and relationship management.
• Attention to detail and accuracy.
• Time management and organization.
• Conflict resolution and decision-making.

Responsibilities

• Manage customer portal activities, including order entry, updates, and maintenance of customer-specific requirements.
• Analyze customer purchasing patterns and proactively follow up when recurring orders are missed, ensuring product availability and maintaining customer satisfaction.
• Coordinate and communicate customer promotions, pricing updates, and contract terms to ensure accurate system setup and execution.
• Monitor inventory levels and demand forecasts to support order fulfillment and prevent shortages or overages.
• Collaborate with supply chain, planning, and sales teams to align on product availability and customer expectations.
• Conduct regular customer follow-ups regarding orders, shipments, and service-related inquiries.
• Act as the primary point of contact for resolving customer issues and escalating concerns as needed.
• Coordinate with Distribution Centers to resolve shipping discrepancies, delays, or fulfillment issues.
• Manage and process claims related to damaged, short-dated, or out-of-code products.
• Ensure accurate documentation and timely resolution of all customer service cases.
• Identify opportunities for process improvements and contribute to enhanced customer experience.

Skills

Customer service

Communication

Problem solving

Attention to detail

Time management

Multitasking

Conflict resolution

Relationship management

Analytical abilities

Microsoft Office (Excel/Outlook/Word)

Education

High school diploma

Bachelor's degree

Tools

Order management systems

ERP platforms

Customer portals

Job description

The Senior Customer Service Representative serves as a key liaison between customers, sales, and internal operations teams. This role is responsible for managing customer accounts, ensuring accurate order processing, monitoring inventory and forecasts, and resolving issues in a timely and professional manner. The position requires strong problem-solving skills, attention to detail, and the ability to proactively support customer satisfaction and business objectives.

Key Responsibilities

• Manage customer portal activities, including order entry, updates, and maintenance of customer-specific requirements
• Analyze customer purchasing patterns and proactively follow up when recurring orders are missed, ensuring product availability and maintaining customer satisfaction
• Coordinate and communicate customer promotions, pricing updates, and contract terms to ensure accurate system setup and execution
• Monitor inventory levels and demand forecasts to support order fulfillment and prevent shortages or overages
• Collaborate with supply chain, planning, and sales teams to align on product availability and customer expectations
• Conduct regular customer follow-ups regarding orders, shipments, and service-related inquiries
• Act as the primary point of contact for resolving customer issues and escalating concerns as needed
• Coordinate with Distribution Centers to resolve shipping discrepancies, delays, or fulfillment issues
• Manage and process claims related to damaged, short-dated, or out-of-code products
• Ensure accurate documentation and timely resolution of all customer service cases
• Identify opportunities for process improvements and contribute to enhanced customer experience

Qualifications

• High school diploma required; Bachelor's degree preferred
• 3–5+ years of customer service experience, preferably in a manufacturing, CPG, or distribution environment
• Strong knowledge of order management systems, ERP platforms, or customer portals
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities and work in a fast-paced environment
• Strong analytical and problem-solving abilities
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Customer focus and relationship management
• Attention to detail and accuracy
• Time management and organization
• Conflict resolution and decision-making