Summary of the Position

The Customer Service Representative is responsible for managing the end-to-end order process for assigned customers—from order receipt through delivery. This role owns the full transaction lifecycle and is accountable for timely communication, issue resolution, and ensuring a high level of customer satisfaction.

 

Functions of the Position:

Execute the order management process for assigned customers, proactively following up on internal delays and communicating updates, changes, or opportunities to brokers and customers.Process orders for both assigned and unassigned customers, including setting up new accounts. Ensure all order revisions are scanned on the same day to prevent billing delays.Serve as the primary point of contact for brokers, customers, and JBSS business managers. Address inquiries and concerns, build strong relationships, and coordinate with cross-functional teams. Schedule quarterly meetings with assigned business managers to share insights and best practices.Maintain accurate customer profiles and special handling instructions. Ensure information is current and support cross-training efforts to maintain service continuity during peak periods or absences.Process returns, credits, and re-bills as needed. Collaborate with internal teams to ensure timely and accurate resolution.Assist team members by answering phones, taking messages, and processing orders when colleagues are unavailable.

 

Education & Experience:

Associate’s degree in a business-related field or a minimum of three years of prior customer service experience required.Experience in a consumer-packaged goods (CPG) environment is preferred.

 

Skills & Competencies:

Strong verbal and written communication skills.Excellent telephone etiquette and active listening abilities.Professional, diplomatic, and tactful demeanor.High attention to detail, accuracy, and strong organizational skills.Ability to manage time effectively, adapt quickly to change, and multitask in a fast-paced environment.Collaborative team player with the ability to build strong relationships across internal and external stakeholders.Self-motivated and capable of working independently with minimal supervision.Proficiency in Microsoft Office applications (Excel, Word, Outlook) at an intermediate level.Familiarity with mainframe systems and reporting tools is a plus.

 

Additionally, we provide a comprehensive benefits package that reflects our commitment to support the well-being of our colleagues and their families. This includes health benefits, professional growth support, generous paid time off benefits to support work/life balance, retirement benefits, and other programs to support financial wellness. A full listing of our extensive benefits package can be found on our company website, located here: https://jbssinc.com/careers/.

JBSS is an Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.