Customer Service Representative

Description

SUMMARY:

Philly’s Best Steak Company is a leading Philadelphia-area meat processing facility and protein manufacturer specializing in the production of high-quality Philly-style steak products. We pride ourselves on craftsmanship, authenticity, and providing a safe, collaborative work environment that supports our employees and customers alike.

The Customer Service Representative is responsible for providing exceptional customer service while accurately entering, processing, and monitoring customer orders from receipt through delivery. This position serves as a key point of contact for customers and works closely with Sales, Planning, Production, Warehouse, Logistics, Finance, and other internal departments to ensure accurate orders, timely fulfillment, and prompt, effective resolution of customer inquiries and concerns. The ideal candidate is detail-oriented, customer-focused, proactive, and capable of managing multiple priorities in a fast-paced environment. This role supports the overall customer experience by maintaining accurate order information, communicating proactively, resolving issues, and ensuring compliance with company policies and procedures.

REPORTS TO: Customer Service Manager STATUS: Full-Time / Non-Exempt HOURLY: $22 - $28/hour Fully On-site SCHEDULE: Monday – Friday 7:00 am – 3:30 pm Occasionally, additional hours may be required to complete tasks and/or projects.

Customer Service and Account Support:

· Serve as a primary point of contact for customer inquiries regarding orders, product availability, pricing, delivery schedules, and order status. · Respond to customer questions, concerns, and escalations promptly, professionally, and with a customer-focused approach. · Proactively communicate order delays, backorders, shortages, substitutions, and delivery changes to customers and internal stakeholders. · Investigate customer concerns and coordinate with the appropriate departments to identify solutions and follow through to resolution. · Build and maintain positive customer relationships through responsive communication, accountability, and attention to detail. · Support Sales by maintaining familiarity with customer ordering practices, service expectations, account-specific requirements, and ongoing account maintenance. · Coordinate order changes, cancellations, returns, credits, and other customer requests in accordance with company policies and established procedures. · Coordinate with Warehouse and Logistics to address shipping, delivery, and fulfillment issues, ensuring timely communication and resolution. · Coordinate with Finance to resolve billing discrepancies, payment terms, credit holds, and related account issues within established policies and approval processes. · Communicate relevant order updates and customer concerns to internal teams to ensure alignment and timely resolution. · Escalate complex, recurring, or high-priority issues to the appropriate manager, ensuring timely communication, follow-up, and resolution. · Support new customer launches and other strategic business opportunities by ensuring order details, product requirements, and delivery expectations are clearly communicated across departments.

Order Entry and Processing:

· Accurately enter customer orders into the ERP or order management system, ensuring all required information is complete and correct. · Review orders for pricing accuracy, item numbers, product specifications, quantities, shipping instructions, delivery dates, and customer-specific requirements. · Process EDI and manually submitted orders, verifying item numbers, pricing, taxes, quantities, and other required information. · Monitor open sales orders to ensure accurate processing and timely progression through the fulfillment process. · Verify product availability and coordinate with Planning, Production, Warehouse, and Logistics to support on-time fulfillment. · Ensure customer pricing, product configurations, and applicable revisions are accurately reflected in the system. · Identify and resolve order discrepancies before they adversely affect production, shipment, invoicing, or customer satisfaction. · Maintain accurate and organized order records in accordance with established order entry and processing procedures. · Ensure special instructions and customer-specific requirements are clearly documented and communicated to the appropriate departments. · Prioritize and process customer orders in accordance with established deadlines, customer commitments, and operational requirements. · Take ownership of customer orders from entry through fulfillment by proactively monitoring order status, identifying and resolving issues, coordinating with internal departments, and keeping customers informed through resolution.

Cross-Functional Coordination:

· Serve as the central point of coordination for customer order-related matters, working collaboratively with Sales and other departments to ensure clear communication, accountability, and timely resolution of issues throughout the order fulfillment process. · Collaborate with Sales to understand customer needs, account priorities, pricing arrangements, and special-order requirements. · Work closely with Planning and Production to communicate order requirements, identify product availability concerns, and address potential shortages. · Coordinate with Warehouse and Logistics to address shipping, delivery, and fulfillment issues, ensuring timely communication and resolution. · Coordinate with Finance to resolve billing discrepancies, payment terms, credit holds, and related account issues within established policies and approval processes. · Communicate relevant order updates and customer concerns to internal teams to ensure alignment and timely resolution. · Escalate complex, recurring, or high-priority issues to the appropriate manager, ensuring timely communication, follow-up, and resolution. · Support new customer launches and other strategic business opportunities by ensuring order details, product requirements, and delivery expectations are clearly communicated across departments.

Process Compliance and Continuous Improvement:

· Follow established SOPs, company policies, and internal controls governing customer service and order management. · Maintain accurate and up-to-date customer, product, pricing, and order information within company systems. · Identify recurring order entry errors, customer service issues, and process inefficiencies, recommending opportunities for improvement. · Assist in developing, documenting, and updating departmental work instructions and standard operating procedures. · Support process improvements that enhance order accuracy, operational efficiency, responsiveness, and customer satisfaction. · Maintain confidentiality and safeguard sensitive customer and company information in accordance with established policies. · Perform all other related duties and responsibilities as assigned.

Requirements

· Minimum of three (3) years of experience in customer service, order entry, order processing, or a related administrative role. · High school diploma or equivalent required. · Experience with ERP or order management systems preferred, particularly Microsoft Dynamics 365 Business Central. · Proficiency in Microsoft Office applications, including Outlook and Excel. · Strong written and verbal communication skills. · Excellent customer service skills, with the ability to understand customer needs, manage expectations, and respond professionally and empathetically. · Strong data entry skills with exceptional attention to detail, accuracy, and efficiency. · Ability to effectively manage multiple priorities, organize workloads, and meet deadlines in a fast-paced, dynamic environment. · Strong problem-solving skills, including the ability to investigate discrepancies and coordinate timely, effective resolutions. · Ability to collaborate effectively with Sales and other internal departments to support customer needs and operational objectives. · Demonstrated initiative, personal accountability, and the ability to work independently with minimal supervision while maintaining high standards of performance.