Customer Care Rep

Role overview

Manage day-to-day customer care for assigned accounts, ensuring orders move accurately from intake through invoicing while customer questions and service issues receive prompt, professional attention. The position works across sales, deductions, supply chain, demand planning, sales operations, transportation, plant operations, and other customer care teams to maintain service levels and strengthen account relationships.

Responsibilities

- Receive and manage purchase orders submitted through web portals, email, EDI, or fax, tracking them through processing and invoicing. - Respond to requests involving order status, service requirements, pricing, documentation, delivery, and invoices, providing practical resolutions or alternatives. - Monitor order patterns, inventory, shipping, delivery, pricing, and service performance; maintain reporting that highlights issues and improvement opportunities. - Coordinate customer initiatives involving new products, items, graphics, printing, labeling, and related changes while supporting contractual, legal, and sales requirements. - Initiate change or return authorizations, help resolve customer deductions, and coordinate with transportation, supply chain, and plant teams. - Lead or contribute to projects, team initiatives, process improvements, training, mentoring, and other assignments from management.

Requirements

- Two to three years of customer care or related experience. - Clear, professional verbal and written communication. - Strong organization and the ability to manage multiple customer and operational priorities. - Ability to learn and use customer-facing software, online portals, and processes across multiple product lines. - Understanding of customer requirements, lead times, transit times, processing procedures, and contractual obligations. - Collaborative, service-minded approach with initiative and creative problem-solving skills.

Nice to have

- College degree. - Six Sigma certification. - Experience leading projects, improving internal processes, or training and mentoring colleagues.

Benefits and work setup

- Remote/home-based work setup. - Benefits may include medical, dental, and vision coverage; paid time off and holidays; wellbeing and employee assistance programs; health or flexible spending accounts; life and disability insurance; paid parental leave; retirement contributions with employer matching; tuition reimbursement; and potential annual incentive eligibility.