Customer Service Representative

Harvest Hill Beverage Company•Stamford, CT

10d•Onsite

About The Position

The Customer Service Representative is responsible for delivering exceptional service to both internal and external customers by leveraging strong communication skills, accurate order processing, and in-depth knowledge of the Company’s products, systems, and policies. The ideal candidate is proactive, solutions-oriented, and thrives in a fast-paced, customer-focused environment.

Requirements

High school diploma or equivalent required; associate’s or bachelor’s degree preferred
Preference for 2+ years of experience in a customer service, order management, or customer support role, preferably in a manufacturing, distribution, or supply chain environment
Hands-on experience with EDI systems or similar order processing platforms strongly preferred
Familiarity with order-to-cash processes, including order entry, invoicing, credits, returns, and shipment reconciliation
Experience working with ERP systems, customer portals, and transportation or logistics systems is a plus
Strong customer service mindset with the ability to remain professional and calm in challenging situations
Excellent verbal and written communication skills
High level of accuracy and attention to detail
Strong problem-solving and analytical abilities
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficient with Microsoft Office applications (Outlook, Excel, Word)
Ability to work both independently and collaboratively within a team
Strong organizational and time-management skills

Responsibilities

Process customer orders accurately and efficiently using EDI and/or similar automated systems, as well as manual order entry, including order changes, returns, and invoicing, in accordance with established departmental policies and procedures
Respond to incoming customer inquiries regarding order status, product availability, delivery timelines, and general product knowledge in a timely and professional manner
Investigate and resolve customer complaints by identifying root causes, proposing and implementing appropriate solutions, expediting corrections or adjustments as needed, and following up to ensure full resolution and customer satisfaction
Enter, maintain, and update order routing and shipping information across multiple internal systems, customer portals, and transportation management systems
Collaborate closely with the Credit Department to research and resolve disputed invoices, credits, and account discrepancies
Reconcile order and shipment activity to ensure accuracy between customer orders, shipping documentation, and invoicing
Provide timely feedback to internal teams regarding service issues, recurring customer concerns, process inefficiencies, or system challenges
Maintain accurate and complete customer records and documentation in accordance with company standards
Support cross-functional teams (Sales, Logistics, Operations, and Finance) to ensure seamless order fulfillment and customer satisfaction
Adhere to all company policies, procedures, and compliance requirements while demonstrating professionalism and discretion at all times