Trillium Foods

Location: Brundidge, AL (onsite at Southern Classic Food Group, a Trillium Foods company)

Reports to: Customer Service Supervisor

FLSA: Non-Exempt

Position Overview:

Trillium Foods is seeking a Customer Service Representative to provide exceptional service and support to customers by managing orders, resolving issues, and serving as a key point of contact between customers and internal teams. Reporting to the Customer Service Supervisor, this role is responsible for ensuring accurate order processing, maintaining customer records, communicating order status and delivery updates, and helping resolve customer concerns in a timely manner.

The Customer Service Representative will work closely with Supply Chain, Quality, Finance, Operations, and customers to support order fulfillment, address shortages and quality concerns, maintain customer-facing records and metrics, and contribute to a positive customer experience. The ideal candidate is organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment while maintaining a high level of professionalism and responsiveness.

Key Responsibilities:

Customer Order Management

• Receive, enter, process, and manage customer orders accurately and timely.
• Review orders for accuracy and completeness and resolve discrepancies as needed.
• Utilize open order reporting to ensure all customer orders are processed correctly and manually process orders when necessary.
• Maintain accurate customer records, pricing, and product information.
• Review daily shipping reports and contract reports to ensure customer requirements are met.

Customer Communication & Issue Resolution

• Serve as a primary point of contact for customers regarding order status, product availability, pricing, delivery schedules, shortages, and backorders.
• Communicate proactively with customers regarding any potential supply, shipping, or fulfillment issues.
• Resolve customer complaints and concerns by partnering with internal departments to identify solutions and provide timely updates.
• Escalate recurring customer concerns and service issues to the Customer Service Supervisor as appropriate.
• Maintain a high level of responsiveness and professionalism in all customer interactions.

Quality & Complaint Coordination

• Partner with Quality and Operations teams to document, track, and communicate customer quality concerns.
• Assist in maintaining customer complaint records and ensure timely follow-up and resolution.
• Coordinate customer responses and support the processing of credits when applicable.
• Track recurring issues and communicate trends to leadership for corrective action.

Supply Chain & Fulfillment Support

• Monitor and communicate potential product shortages and supply disruptions.
• Work with Supply Chain, Production, and Warehouse teams to identify solutions that minimize customer impact.
• Support inventory reviews and allocation discussions when supply constraints exist.
• Collaborate with customers to reduce rush orders and improve order planning and forecasting.

Reporting & Administrative Support

• Maintain customer service records, reports, and performance metrics.
• Prepare and distribute customer-facing service level reports and dashboards.
• Process and approve invoices in accordance with company procedures.
• Enter and maintain accurate product cost and pricing information.
• Support special projects and initiatives as assigned by management.

Qualifications:

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field preferred.
• Minimum of two (2) years of experience in customer service, order management, logistics, supply chain, account management, or a business-to-business environment.
• Manufacturing, food manufacturing, or customer-facing supply chain experience preferred.
• Experience working with ERP systems such as NetSuite, SAP, JD Edwards, or similar systems preferred.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Proficient in Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Ability to work independently while also collaborating effectively across departments.
• Demonstrated ability to adapt to changing priorities and business needs.
• Positive attitude and commitment to providing exceptional customer service.

Trillium Foods provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.