Sr. Customer Service Specialist
About The Position
At CJ Schwan’s, we don’t just make food — we help create moments that matter. From kids devouring pizza after soccer practice, to students laughing over dumplings in a cafeteria, to families enjoying pie during the holidays, our team members play an important role in bringing those everyday moments to life. Our portfolio includes iconic pizzas, global flavors, and timeless desserts from brands like Red Baron®, bibigo®, Tony’s®, Big Daddy’s®, Freschetta®, Pagoda®, Edwards® and Mrs. Smith’s®. Enjoyed in homes, schools, restaurants and just about everywhere people shop and eat, our products reflect a commitment to quality, innovation, and the power of food to bring people together. Join our Customer Service team as a Senior Customer Service Specialist, where you will play a critical role in delivering exceptional customer experience. You'll serve as the primary point of contact for order management, partnering with customers, Sales, Supply Chain, Transportation, and Distribution to ensure orders are delivered accurately and on time. If you enjoy solving complex problems, building strong relationships, and identifying ways to improve processes, this is an opportunity to make a meaningful impact every day.
Requirements
- 5+ years of experience in customer service, customer support, or process improvement role
- Proficient in Microsoft Office (Excel, Word, and Outlook)
Nice To Haves
- Experience in the consumer-packaged goods (CPG) or supply chain industry preferred
- SAP experience is a plus
Responsibilities
- Manage customer orders from receipt through delivery, ensuring accurate billing and timely, complete shipments.
- Partner with customers to resolve order changes and exceptions while optimizing inventory flow.
- Coordinate with manufacturing, distribution, transportation, Sales, and Sales Planning to proactively resolve fulfillment issues.
- Ensure compliance with KSOX and regulatory requirements throughout the order management process.
- Arrange transportation as needed, balancing customer expectations with cost-effective shipping solutions.
- Analyze inventory and customer demand to identify potential shortages and develop proactive solutions.
- Communicate inventory constraints and product availability to customers and internal stakeholders.
- Monitor customer service metrics and scorecards to identify trends and recommend service improvements.
- Prepare KPI reporting for key customer accounts and monthly case fill performance.
- Partner cross-functionally with Sales, Supply Chain, Transportation, IT, and other teams to resolve customer issues and improve the order-to-delivery experience.
- Participate in customer and cross-functional meetings to strengthen relationships and support business objectives.
- Identify recurring issues, recommend process improvements, and help implement solutions that improve service while reducing costs.
- Escalate significant inventory or delivery issues and provide recommendations to minimize future disruptions.
Benefits
- Eligibility for a 10% annual incentive bonus based on organizational performance.
- Comprehensive health benefits
- Time off programs
- Retirement and financial offerings
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
