Seeking an experienced Senior Customer Service Representative to support our customers through the full order life cycle. This role serves as a key liaison between clients and internal teams-ensuring accurate order entry, timely fulfillment, issue resolution, and an exceptional customer experience. The Senior CSR also provides leadership support, mentors team members, and contributes to process improvements within the Customer Care department.

Key Responsibilities

• Manage and accurately enter customer purchase orders (email/EDI).
• Monitor order progress, proactively address issues, and communicate updates.
• Collaborate closely with Production, Shipping/Receiving, Quality, and Sales.
• Train and mentor customer service representatives; serve as backup to the Customer Service Supervisor.
• Maintain detailed customer records and log/track complaints.
• Recommend process improvements to enhance efficiency and service quality.
• Uphold a positive, professional, customer-first environment.

Requirements

• 4+ years of customer service experience, preferably in manufacturing, supply chain, or order fulfillment.
• Strong analytical skills and high attention to detail.
• Excellent communication skills (written & verbal).
• Proficiency in Microsoft Office; advanced Excel preferred.
• Experience with ERP systems.
• Ability to multi-task, prioritize, and work in a fast-paced environment.
• Experience mentoring or leading others is a plus.