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Customer Service Representative
B2B Customer Service Specialist
Oakhouse Bakery – Madison, WI
Job Objective: Provide outstanding support to all external customers and internal stakeholders through key responsibilities listed below. Ensure timely, accurate, and efficient service while building relationships with customers by providing high value, quality service.
Key Responsibilities
1. Customer Service:
- Respond to customer inquiries via phone, email, or in-person regarding order status, product information, and delivery schedules
- Provide exceptional service by addressing and resolving customer concerns promptly and professionally
- Maintain a positive relationship with customers and ensure their satisfaction with our products and services
- Prepare sample shipments for customers, including R&D, quality, ingredient, and production materials shipping via Fedex/UPS
2. Customer Purchase Order Tracking:
- Track and update the status of customer purchase orders via Excel
- Communicate with the production team to ensure orders are fulfilled accurately and on time
- Address any discrepancies or issues related to orders
- Prepare and provide stock and order status reports to customers and internal stakeholders
- Receive orders via fax/EDI and send to 3PL
- Ensure order changes are processed in a timely manner and communicated to affected parties
3. Customer Invoicing:
- Prepare and send invoices to customers in a timely manner, typically daily
- Ensure accuracy of invoicing details, including pricing, quantities, and terms
- Maintain Oakhouse CHEP pallet account
- Reconcile warehouse receipts against shipments to ensure inventory is properly tracked and accounted for
- Investigate and remedy warehouse/shipping quality alerts for product arriving at customers’ Distribution Centers
- Collaborate with 3PL to ensure correct paperwork is received when orders ship
4. Truck Booking and Coordination:
- Schedule and manage bookings for outbound trucks
- Coordinate with trucking companies and customers to ensure timely pickups
- Monitor and resolve any outbound transportation issues or delays
- Communicate with shipping department the daily pickup schedule and any production changes impacting outbound trucking appointments
Qualifications
Required Qualifications:
- 2+ years of Customer Service experience or college degree
- Exceptional written and verbal communication skills with proven ability to communicate in a clear and concise manner over multiple platforms including phone calls, emails, and teams/zoom meetings
- Demonstrated proficiency with Microsoft Office products
- Strong focus on customer satisfaction with the ability to maintain patience, professionalism, and politeness in challenging situations
- Ability to adapt, learn quickly, and multitask with interruptions
- Demonstrated self-starter with ambition to take on and manage multiple tasks at once
- Strong time management and organizational skills with keen attention to detail
- Good interpersonal skills with ability to work within a dynamic, cross-functional team in an office environment
Preferred Qualifications:
- Working familiarity with ERP software
- Experience communicating with 3PL companies
Physical Demands:
- Ability to work at computer station for extended periods of time
- Ability to move from workstation to other areas of the building and throughout the campus
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