Customer Service Rep/ Order Desk Rep

Naturally Home Grown Foods•Surrey, BC

7d•CA$0 - CA$48,000•Onsite

About The Position

As a key member of the Sales team, the Customer Service Representative serves as the operational link between customers and internal departments including Shipping, Warehouse, Production, Logistics, Sales, and Finance. This fast-paced, high-volume role is responsible for the end-to-end execution of customer orders, ensuring orders are processed accurately, inventory is allocated correctly, shipping deadlines are met, and customer-specific requirements are followed. The role plays a critical part in maintaining operational efficiency, minimizing shipping errors, avoiding retailer chargebacks, and supporting overall supply chain performance.

Requirements

3+ years of experience in customer service and order management role, within a manufacturing, food production, or consumer packaged goods (CPG) environment.
Experience working with ERP systems; SAP experience is an asset.
Experience using SPS Commerce, EDI systems, or retailer portals is an asset.
Advanced proficiency with Microsoft Outlook, Excel, and Word.
Strong understanding of end-to-end order management processes including order entry, inventory allocation, shipping, invoicing, and customer compliance requirements.
Exceptional attention to detail with proven ability to process high volumes of transactions accurately.
Excellent organizational and time management skills with the ability to prioritize competing deadlines in a fast-paced environment.
Strong communication skills with the ability to collaborate effectively across Operations, Warehouse, Logistics, Production, Finance, and Sales.
Knowledge of commercial invoices, export documentation, USDA Prior Notice, and customer shipping compliance requirements is an asset.
Strong analytical and problem-solving skills with the ability to identify operational issues and implement timely resolutions.
Ability to influence and hold cross-functional teams accountable while maintaining positive working relationships.
Comfortable working in a manufacturing or production environment and interacting regularly with warehouse and operations personnel.
Continuous improvement mindset with a focus on process efficiency, accuracy, and customer satisfaction.

Nice To Haves

SAP experience
Experience using SPS Commerce, EDI systems, or retailer portals
Knowledge of commercial invoices, export documentation, USDA Prior Notice, and customer shipping compliance requirements

Responsibilities

Process customer orders received through ERP, EDI, online retailer portals, digital commerce platforms, email, and telephone while ensuring data accuracy and compliance with customer requirements.
Review and validate purchase orders, pricing, shipping instructions, promotional programs, and customer-specific routing requirements prior to order release.
Manage the complete order lifecycle from order entry to fulfillment, through shipment and invoicing.
Coordinate daily with Supply Chain, Production, and Logistics teams to ensure product availability and on-time shipments.
Monitor order status, identify potential delays or inventory shortages, and proactively communicate risks and recovery plans to customers and internal stakeholders.
Investigate and resolve order discrepancies, shipping issues, pricing variances, invoicing issues, and customer claims in a timely manner.
Communicate with customers via email and phone to introduce and upsell new products and services, while proactively re-engaging dormant or inactive customers to strengthen relationships and identify new sales opportunities.
Continuously identify opportunities to improve order processing workflows, reduce errors, and enhance operational efficiency.
Maintain sample room inventory, completing monthly inventory counts, reconciling discrepancies, and coordinating replenishment.
Coordinate preparation and shipment of customer samples for Sales, Marketing initiatives, product launches, and customer presentations.
Generate operational reports related to order status, inventory, fill rates, and shipping performance.
Approve and process sales deductions and retailer chargebacks by confirming promos and gathering supporting documentation.
Support cross-functional projects, process improvements, system implementations, and other operational initiatives as required.
Other duties as assigned.