Customer Service Representative

Heartland FPG•Indianapolis, IN

19d

About The Position

Heartland Food Products Group is a global leader in the consumer packaged goods (CPG) industry, producing low-calorie sweeteners, coffee, coffee creamers and liquid water enhancers. We manufacture and market Splenda, the #1 brand in the low calorie sweetener category and the most recognized in the world. We make coffee, tea and water taste better and help people live happier, healthier and longer lives by making it easy to reduce sugar. We offer an excellent compensation and benefits package. Come grow with us! Scope: The Customer Service Representative utilizes ERP systems and Warehouse Management System (WMS) tools to execute daily order entry through various portals, ensuring data accuracy, operational efficiency, and compliance with customer and retailer requirements. This role supports order reporting, analysis, and issue resolution while partnering closely with warehouse, manufacturing, finance, and sales teams to maintain smooth order flow and fulfillment operations.

Requirements

Strong computer skills
Strong understanding of customer products, customer requirements, and account management practices
Proficiency in Microsoft Excel and database applications; experience with Access, SYSPRO, TMS, ERP/MRP systems, and related business processes preferred
Some WMS systems knowledge preferred
Demonstrated experience in data entry, problem-solving, analysis, logistics, and operational support
Professional demeanor with the ability to represent the company positively in all customer interactions
High level of enthusiasm, responsiveness, and sense of urgency in a fast-paced environment
Proven ability to build and maintain effective interpersonal relationships across customers and internal teams

Responsibilities

Manage daily order entry, maintenance, and reporting through various portals
Build and maintain strong relationships with customers and internal teams including sales, procurement, warehouse, logistics and manufacturing to ensure timely and professional service
Maintain customer accounts, item setup, and support demand forecasting
Communicate with customers via email to address inquiries, service options, and coverage solutions
Consult with customers to assess needs and recommend appropriate service and fulfillment options
Utilize Retail Link (Walmart) to analyze orders and resolve issues
Partner with finance to resolve shipping deductions
Collaborate with warehouse and manufacturing teams to ensure order compliance, productivity, efficiency, and adherence to specifications
Monitor fulfillment and manufacturing performance metrics related to customer orders
Proactively resolve customer issues with empathy to improve satisfaction
Cross-train and provide support for other Customer Service Representatives
Collaborate cross-functionally to meet/exceed customer expectations
Perform additional duties as assigned