Customer Service Representative

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    "description": "<h2><strong>Position</strong></h2>\r\n\r\n<p>Customer Service Representative</p>\r\n\r\n<h2><strong>Department</strong></h2>\r\n\r\n<p>Customer Service</p>\r\n\r\n<h2><strong>Manager</strong></h2>\r\n\r\n<p>Customer Service Manager</p>\r\n\r\n<h2><strong>Job Type</strong></h2>\r\n\r\n<p>Hourly</p>\r\n\r\n<h2><strong>Location</strong></h2>\r\n\r\n<p>Home Base Cedar Crest<br />\r\n(Must travel to all sites as needed)</p>\r\n\r\n<hr />\r\n<h2><strong>Job Details</strong></h2>\r\n\r\n<h3><strong>Company Background</strong></h3>\r\n\r\n<p>Alamance Foods Inc. is a leading supplier of whipped dairy products in the United States. We produce, pack, and ship private labels based on customer-specific needs. We are an innovative company with proven experience in creating exciting new products that redefine what is possible in the food and beverage manufacturing industry.</p>\r\n\r\n<hr />\r\n<h2><strong>Position Opportunity</strong></h2>\r\n\r\n<p>The Customer Service Representative (CSR) serves as a key point of contact between customers, sales teams, and internal operations. This role is responsible for accurately processing customer orders, managing order flow, and ensuring timely communication across departments. The CSR must be proficient in EDI platforms and order entry systems while maintaining a high level of customer satisfaction.</p>\r\n\r\n<hr />\r\n<h2><strong>Essential Duties / Responsibilities</strong></h2>\r\n\r\n<ul>\r\n\t<li>Process and manage customer orders received via EDI platforms including TrueCommerce, SPS Commerce, and Mapadoc, as well as email and other communication channels</li>\r\n\t<li>Accurately enter and maintain sales orders in SAGE (Sales Order Module)</li>\r\n\t<li>Validate order details such as pricing, quantities, ship dates, and customer requirements</li>\r\n\t<li>Act as the primary liaison between customers and internal teams, including Sales, Transportation, Warehouse, and Supply Planning</li>\r\n\t<li>Coordinate and schedule customer pick-up appointments using OpenDock</li>\r\n\t<li>Monitor order status and proactively communicate updates, delays, or issues to customers and sales representatives</li>\r\n\t<li>Resolve order discrepancies, EDI errors, and customer concerns in a timely manner</li>\r\n\t<li>Collaborate with transportation and warehouse teams to ensure timely and accurate shipments</li>\r\n\t<li>Support supply planning by providing visibility to order demand and customer priorities</li>\r\n\t<li>Maintain accurate customer records and documentation</li>\r\n</ul>\r\n\r\n<hr />\r\n<h2><strong>Daily Responsibilities</strong></h2>\r\n\r\n<ul>\r\n\t<li>Review and process incoming orders from EDI systems (TrueCommerce, SPS Commerce, Mapadoc) and email inboxes</li>\r\n\t<li>Enter and confirm sales orders in SAGE, ensuring accuracy of all order details</li>\r\n\t<li>Monitor EDI transactions for errors, rejections, or missing ASNs and take corrective action</li>\r\n\t<li>Communicate daily with customers and sales representatives regarding order status, changes, or issues</li>\r\n\t<li>Schedule and confirm pick-up appointments in OpenDock</li>\r\n\t<li>Coordinate with Transportation on shipment readiness and timing</li>\r\n\t<li>Work with Warehouse teams to confirm order availability, inventory status, and special handling requirements</li>\r\n\t<li>Partner with Supply Planning to address shortages, backorders, or allocation needs</li>\r\n\t<li>Track and follow up on open orders to ensure on-time processing and delivery</li>\r\n\t<li>Resolve customer inquiries and discrepancies related to orders, shipments, and invoicing</li>\r\n\t<li>Maintain organized records of orders, communications, and transactions</li>\r\n\t<li>Escalate urgent issues that may impact customer service or delivery commitments</li>\r\n\t<li>Other duties as assigned</li>\r\n</ul>\r\n",
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