Customer Service Representative (Westwood)

About the Role

We are seeking a Customer Service Representative to serve as a key point of contact for our customers, ensuring a seamless and high-quality experience from order placement through delivery and invoicing. This role blends customer service excellence with strong operational execution, requiring someone who can communicate clearly, solve problems proactively, and manage order processes with accuracy and efficiency.

In this role, you will support day-to-day customer interactions while owning the execution of order management workflows, ensuring orders are processed accurately, issues are resolved quickly, and customers remain informed every step of the way. You will partner cross-functionally with Supply Chain, Sales, Finance, and Quality teams to deliver reliable service and continuously improve customer experience.

This position also plays a critical role in maintaining the systems and processes that support scalable customer operations, including managing order data, supporting onboarding, and helping ensure smooth system-to-system order flow (including EDI). The ideal candidate is detail-oriented, responsive, and committed to delivering a consistently positive customer experience while supporting operational excellence.

Key Responsibilities

• Serve as a primary point of contact for customers, delivering timely, professional, and solution-oriented support across all order-related inquiries.
• Process customer orders, changes, and cancellations with a high level of accuracy while ensuring alignment with customer expectations, pricing, and delivery requirements.
• Provide logistics support by proactively communicating with customers regarding order status, shipment updates, delays, and any service disruptions, ensuring transparency and trust.
• Monitor open orders and in-transit shipments to anticipate issues before they arise, taking initiative to resolve concerns and keep customers informed.
• Build strong relationships with customers by understanding their specific requirements, preferences, and service expectations.
• Respond promptly to customer inquiries related to orders, shipments, pricing discrepancies, and invoicing, ensuring a positive customer experience.
• Maintain accurate and up-to-date customer and order data in NetSuite to ensure seamless service and communication.
• Identify recurring customer pain points or service issues and collaborate internally to improve processes and enhance the customer experience.
• Ensure reliable order flow through system monitoring and exception management, minimizing disruptions to customer orders.
• Participate in regular operations meetings to provide visibility into order volumes, service performance, and operational risks.

Required Skills & Experience

• Experience in order management, customer operations, or supply chain operations within a CPG, food, manufacturing, or distribution environment is a plus.
• Demonstrates the ability to independently resolve issues with sound judgment and minimal supervision, escalating only when necessary.
• Strong working knowledge of customer service best practices and order-to-cash workflows.
• Hands-on experience working in ERP systems (NetSuite and/or SPS Commerce preferred), including order entry, maintenance, and reporting is a plus.
• Strong communication skills with the ability to build relationships and manage customer expectations effectively.
• Proficiency with Microsoft Office 365 (Excel, Outlook, Teams).
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with the ability to identify root causes of order and data issues and recommend process improvements.