Customer Service Rep

Position: Customer Service Representative

Location: Eustis, FL & Lake Mary, FL (On-site)

Position Overview:

The Customer Service Specialist is responsible for delivering exceptional support to customers through efficient order processing, timely communication, and effective problem-solving. Acting as a critical liaison between internal departments and external clients, this role ensures a smooth and responsive customer experience while supporting broader business and operational goals.

This position plays a pivotal role in addressing customer concerns, coordinating with sales and logistics teams, and maintaining accurate documentation across all customer touchpoints. Strong organizational, analytical, and interpersonal skills are essential to success in this role.

Key Responsibilities:

• Order Management: Review pricing, lead times, product availability, and shipping status to ensure accurate and timely order processing.
• Customer Relationship Building: Establish and maintain positive relationships with customers to enhance satisfaction and loyalty.
• Communication: Respond promptly and professionally to emails, inquiries, and complaints, following up as necessary to ensure complete customer satisfaction.
• Order Monitoring: Review the open order report daily, notifying customers of any changes and addressing concerns proactively.
• Team Collaboration: Work closely with various teams to uphold and enhance our customer service standards.
• Sales Support: Collaborate with Sales Account Managers on pricing and specific requirements to ensure customer satisfaction and retention.
• International Shipments: Understand and manage international shipments and customs documentation, including obtaining freight quotes.
• Regulatory Coordination: Assist with document requests by liaising with the Regulatory Department.
• Returns Management: Initiate Return Authorizations or Credit Memos as necessary and follow up until resolution.
• Training: Participate in the training of new customer service team members, sharing best practices and insights.

Qualifications:

• 3-5 years customer service experience in a food manufacturing environment preferred.
• Strong communication skills and a professional demeanor.
• Ability to manage multiple tasks under pressure while maintaining a positive attitude.
• Proficient in Microsoft Outlook, Excel, Word, PowerPoint required
• Experience with Microsoft Business Central preferred.
• Flexibility to commute between our Eustis manufacturing facility and our corporate office in Lake Mary.

About FFP

Florida Food Products (FFP), headquartered in Lake Mary, FL, is one of the world's leading independent providers of natural ingredients. With a legacy spanning over 70 years, we deliver a diverse portfolio of clean label ingredients and innovative system solutions to the food and beverage industry. Our commitment to quality and performance is reflected in our American-made products, which enhance both taste and functionality. Backed by advanced manufacturing capabilities, we specialize in fermentation, patented cold brew extraction, custom flavor development, and a range of drying and blending technologies. Operating from four state-of-the-art facilities strategically located across the U.S., we ensure the accessibility of real, high-quality ingredients—helping our customers create better-for-you food and beverage for consumers.