What are the responsibilities and job description for the Customer Service Representative position at Surlean Foods?
About Surlean Foods:
Surlean Foods is a trusted provider of customized food solutions, delivering high-quality products to the foodservice industry. We are committed to excellence in customer service, innovation, and operational efficiency.
Job Summary:
The Customer Service Representative (CSR) plays a critical role in ensuring customer satisfaction by resolving customer complaints, coordinating with third-party logistics (3PL) partners, tracking short pay discrepancies and supporting the Sales Order workflow process. The CSR will work cross-functionally with sales, operations, and finance teams to ensure smooth and efficient order fulfillment while maintaining strong relationships with customers and partners.
Key Responsibilities:
✅ Customer Complaint Resolution
- Address and resolve customer complaints in a timely and professional manner.
- Investigate product or service issues and collaborate with internal teams to implement corrective actions.
- Maintain accurate records of complaints and resolutions to identify recurring issues and drive improvements.
✅ 3PL (Third-Party Logistics) Coordination
- Liaise with 3PL providers to ensure efficient and cost-effective transportation and warehousing solutions.
- Monitor shipments and proactively address any logistics concerns to prevent service disruptions.
- Work closely with 3PL partners to optimize supply chain efficiency and meet customer expectations.
✅ Short Pay Tracking & Resolution
- Monitor and track short payments from customers, identifying discrepancies in invoices or shipments.
- Collaborate with finance and sales teams to resolve short pays and ensure timely collections.
- Maintain accurate documentation and records of payment discrepancies for reporting and analysis.
Qualifications & Skills:
- 2 years of customer service, order management, or logistics experience (preferably in food manufacturing or distribution).
- Strong problem-solving and conflict-resolution skills.
- Excellent communication skills (both written and verbal).
- Ability to multitask and work in a fast-paced environment.
- Proficiency in Microsoft Office (Excel, Word, Outlook) and ERP/order management systems.
- Experience working with 3PL providers and knowledge of logistics processes is a plus.
Why Join Surlean Foods?
- Competitive salary and benefits package.
- Opportunity to work with a dynamic and growing company in the food industry.
- A supportive and team-oriented work environment.
- Career development and advancement opportunities.
