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Customer Service & Inside Sales Specialist (EDI / Food-Service Manufacturing)

Department: Customer Service
Position Type: Full-Time (Mon–Fri, 8:00am–4:30pm)
Location: Chicago – In Office Role
Reports To: Customer Service Manager

Summary / Objective

The Customer Service & Inside Sales Specialist serves as a key liaison between customers, distributors, national accounts, sales teams, production/shipping, and logistics. This role combines customer service, inside sales, EDI order management, pricing verification, and freight coordination within a food-service manufacturing environment.

The Specialist is responsible for processing and managing customer orders (EDI and non-EDI), communicating with buyers and distributors, resolving pricing or logistics issues, and ensuring timely, accurate delivery of products and information. Strong written and verbal communication, critical thinking skills, and the ability to manage multiple priorities in a fast-paced environment are essential.

Essential Responsibilities

Customer Service & Inside Sales

• Field incoming calls/emails and provide timely, accurate information on orders, product availability, and company programs.
• Maintain a daily schedule of outbound calls to established accounts; solicit orders and promote products.
• Support outside sales, brokers, distributors, and national account teams with administrative and customer-facing tasks.
• Manage customer complaints, coordinating with Quality Assurance and Sales to ensure prompt, high-quality resolution.
• Develop and maintain strong product, customer, and industry knowledge.

EDI Order Management

• Process and manage EDI orders for national accounts and major distributors.
• Monitor EDI transmissions, troubleshoot errors, and resolve order discrepancies quickly.
• Communicate directly with buyers for order corrections, pricing issues, and product transitions.
• Support GDSN and related data accuracy requirements when applicable.

Non-EDI / Manual Order Entry

• Enter and validate orders in the ERP/MRP system with high attention to detail.
• Ensure all pricing, quantities, ship-to information, and product codes are accurate prior to submission.
• Process customer order changes, returns, and sample requests.

Distributor & National Account Support

• Assist distributors with order add-ons, confirmations, shipping inquiries, and issue resolution.
• Coordinate new account setup, ensuring pricing, item setup, and order procedures are correctly communicated.
• Serve as a corporate contact for national account pricing discrepancies, freight adjustments, and transition updates.

Freight & Logistics Coordination

• Arrange freight shipments through approved carriers and monitor for on-time delivery.
• Track shipments, resolve delivery issues, and communicate updates proactively to customers and sales teams.

Administrative, Sales, & Cross-Functional Support

• Prepare and send order confirmations, sales samples, and documentation as required.
• Support senior management with special projects and reporting.
• Participate in meetings and contribute insights and recommendations.

Competencies

• Customer Service: Responds promptly, communicates clearly, and manages difficult situations professionally.
• Analytical & Problem-Solving Skills: Identifies issues, researches data, and provides effective, timely solutions.
• Technical Proficiency: Strong skills in Microsoft Office, ERP/MRP systems and EDI platforms.
• Communication: Excellent written and verbal communication; able to interpret instructions and business documents/data.
• Teamwork & Interpersonal Skills: Works effectively across departments; maintains confidentiality.
• Adaptability: Able to support change, work under pressure, and manage multiple tasks and deadlines.

Qualifications

• Bachelor’s degree preferred; or 5+ years relevant experience in customer service, inside sales, or supply chain.
• Required experience in EDI order management, preferably within food-service or manufacturing.
• Experience with GDSN, distributors, or national account structures highly preferred.
• Strong mathematical, analytical, and reasoning abilities.

Work Environment

• Office/cubicle setting with moderate noise.
• Occasional exposure to manufacturing areas.