Customer Service Specialist

New Classic Cooking LLC•Avenel, NJ

33d

About The Position

The Customer Service Specialist will manage customer orders, service requests, shipment coordination, and issue resolution across retail, club, e-commerce, and foodservice channels. This role ensures our customers receive accurate orders, on-time deliveries, and exceptional service. You will work closely with Sales, Supply Chain, Production, QA, and Logistics to support a smooth order-to-cash process and deliver a best-in-class customer experience.

Requirements

3+ years of experience in customer service, order management, or supply chain (preferably in CPG, food, or manufacturing).
Strong communication skills with a customer-first mindset.
High level of accuracy and attention to detail.
Proficiency in Microsoft Excel and ERP/EDI systems.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving skills with a proactive approach.

Nice To Haves

Experience with frozen/refrigerated CPG or food manufacturing.
Familiarity with retailer portals (Walmart, Target, Kroger, UNFI, etc.).
Experience with NetSuite or comparable ERP system.
Knowledge of freight logistics, 3PL coordination, or routing guide compliance.
Clear Communication Skills (writing and speaking). Bilingual Preferred

Responsibilities

Enter, review, and process customer purchase orders with accuracy and attention to detail in ERP and EDI Systems.
Monitor order status and proactively communicate updates or delays to customers.
Ensure orders align with inventory availability, lead times, and customer routing guides.
Work with the warehouse and logistics teams to schedule and confirm shipments.
Serve as the primary point of contact for customer inquiries, complaints, and service issues.
Provide timely and professional responses to emails, calls, and portal requests.
Manage customer portals (e.g. EDI systems, vendor portals) for order tracking, documentation, and compliance.
Build strong relationships with customer contacts, brokers, and sales partners.
Work with carriers, 3PL warehouses, and internal logistics teams to schedule pick-ups and deliveries using FEFO.
Troubleshoot delivery issues such as OS&D (overages, shortages, damages), missed appointments, and late shipments.
Track daily shipments and ensure all required documents are accurate and complete (BOLs, packing lists, COIs, etc.).
Monitor inventory levels throughout the network and investigate any discrepancies.
Investigate and resolve customer deductions, chargebacks, and discrepancies.
Collaborate with Finance, Sales, and Operations to address recurring issues.
Work closely with Production Planning to ensure customer needs align with supply.
Support the Sales team with order status reports, fill rate updates, and customer feedback.
Assist in maintaining accurate customer records, pricing, and item setup documentation.
Prepare weekly and monthly customer service metrics (fill rates, OTIF, service issues).
Maintain SQF documents and know how to pull reports from 3rd party vendors to comply with BOL requirements and traceability of finished products.