This position plays a key role in supporting team leaders to achieve organizational targets and performance goals. The role provides frontline customer support, gathers feedback to inform management decisions, and monitors trends and discrepancies to drive efficiency and results. A strong teamwork ethic and collaborative approach are essential, as this position works closely with colleagues to ensure smooth operations. Additionally, this role assists in training and supporting Customer Service Representatives to ensure successful execution of assigned tasks.

Essential Responsibilities and Duties

Oversee end-to-end order processing, including accurate and timely data entry, invoicing, and fulfillment; analyze inventory, reports, data, and allocations
Ensure data integrity and compliance across all customers and order records within ERP systems
Analyze data and prepare reports to identify trends, discrepancies, and opportunities for process improvement
Proactively identify and resolve issues related to daily order operations in collaboration with CSRs
Support CSRs in task execution and ensure adherence to departmental SOPs through training and guidance
Communicate process improvement suggestions to management based on insights from order processing and customer interactions
Manage account and customer data within the ERP system to ensure accuracy for order processing
Facilitate and process returns, including international documentation requirements
Collaborate with 3PL partners to meet customer-specific needs and ensure shipment accuracy
Build and maintain strong working relationships with buyers, brokers, and freight companies
Coordinate with the Shipping Department to fulfill sales team requests and monitor order status in Sage
Communicate with the Sales Team regarding account setup, pricing, promotions, shipping, product issues, and availability
Work closely with Supply Chain to confirm product availability and resolve transportation issues, including dock scheduling
Provide proactive communication to customers regarding production or logistics changes impacting delivery schedules
Assist Accounting and Compliance teams with freight claim deductions
Deliver exceptional customer service by promptly addressing inquiries, complaints, and concerns to ensure resolution
Manage inbound calls professionally and efficiently with strong communication skills
Coordinate cross-functionally with IT, Finance, Accounting, QA, Marketing, and Sales on projects impacting customer satisfaction
Consistently meet deadlines and prioritize tasks to ensure timely completion of responsibilities
Perform other duties as assigned

Skills & Qualifications

ERP Systems Expertise
Proficient in ERP systems; experience with Sage 100 and Mapadoc preferred
EDI & Data Integration
Working knowledge of EDI processes (e.g., 850, 810, 940, 945 transactions)
Familiarity with SPS Commerce or similar VAN platforms a plus
Customer Service & Relationship Management
Extensive experience in customer service and managing retail accounts
International customer service experience a plus
Strong interpersonal and conflict resolution skills
Excellent verbal and written communication abilities
Leadership & Collaboration
Proven training and leadership capabilities
Self-starter with a proactive approach
Strong dedication to teamwork and problem-solving
Analytical & Organizational Skills
High attention to detail and accuracy
Ability to organize, prioritize, and meet deadlines
Skilled in data analysis
Technical Proficiency
Intermediate experience with Excel and MS Outlook
Ability to multitask and consistently follow through on commitments and deadlines

Education/Experience:

A minimum of 3-5 years of experience in a customer service leadership role within a consumer-packaged goods company is preferred.

Bachelor’s degree is preferred.

Job Type: Full-time

Pay: $23.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Health insurance
Work from home

Work Location: Remote

Bragg Live Food Products

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