Customer Service Representative

Job Description

Job Summary

Oterra is seeking a customer-focused and detail-oriented professional to support customer service and order fulfillment activities. This role works closely with customers, Sales, Operations, and internal departments to ensure accurate order processing, timely deliveries, and effective resolution of customer concerns.

The ideal candidate is an effective communicator who enjoys problem-solving, building customer relationships, and collaborating across teams to improve the customer experience and support business operations.

Job Description

Principal Duties and Responsibilities

• Receive, enter, and process domestic and international customer orders in the company’s ERP system.

• Verify product availability, pricing, delivery methods, order accuracy, and special customer requirements.

• Communicate regularly with customers regarding order status, delivery schedules, and potential issues.

• Collaborate with Supply Chain, Planning, Quality, Warehousing, Sales, and other internal teams to resolve customer concerns and support timely order fulfillment.

• Manage customer product issues and Customer Service Requests (CSRs) by gathering relevant information, coordinating with responsible teams, tracking resolution progress, and communicating updates to customers as appropriate.

• Maintain accurate customer information and account-specific data in SAP and other business systems.

• Direct inquiries and requests to the appropriate internal departments or affiliate plants.

• Support accounts receivable activities, including daily customer invoicing, follow-up on past-due invoices, and assisting Accounting with customer account discrepancies.

• Coordinate product sample submissions and documentation requests on behalf of Sales.

• Develop cross-functional partnerships to identify process improvement opportunities and implement effective solutions.

• Participate in required monthly training and maintain knowledge of applicable processes and systems.

• Support continuous improvement initiatives to enhance order management, delivery performance, and customer satisfaction.

Working Conditions

The position primarily operates in a standard office environment with appropriate lighting, temperature, and noise levels. Work is generally sedentary but may require standing or walking for up to 10% of the workday. Occasional on-call availability may be required.

Physical Demands

The employee must be able to perform the essential functions of the role, with or without reasonable accommodation. Responsibilities frequently include talking, hearing, keyboarding, and handling objects. Occasional lifting of up to 10 pounds and occasional stooping, kneeling, crouching, or crawling may be required. Visual abilities include vision, depth perception, and the ability to adjust focus.

Qualifications

Qualifications

Education and Experience

• Bachelor’s degree or 1–2 years of equivalent relevant experience preferred.

• Working knowledge of logistics, manufacturing, and order fulfillment processes preferred.

• Experience with SAP, BatchMaster, or other ERP systems preferred.

• Experience with invoicing, accounts receivable support, or customer account reconciliation is an asset.

• Food industry experience is a plus.

Knowledge, Skills, and Abilities

• Fluency in English and Spanish, including reading, writing, and speaking.

• Portuguese language skills are a plus.

• Proficiency in Microsoft Office applications.

• Strong customer service and interpersonal skills.

• Excellent verbal and written communication skills, including the ability to ask appropriate questions to identify and understand customer needs.

• Strong organizational skills and attention to detail when managing orders, customer information, and documentation.

• Ability to perform mathematical calculations, including unit-of-measure and currency conversions.

• Ability to collaborate effectively across departments and work successfully in a team environment.

• Familiarity with delivery schedules, transportation routing, Incoterms, and carrier coordination preferred.

• A continuous improvement mindset, including an interest in Lean processes.

• Ability to adapt to changing priorities, business needs, and processes.

What We Offer

At Oterra, we believe our employees are our greatest asset. We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

• Comprehensive Health Coverage: Medical, dental, and vision insurance effective on your first day of employment.

• 401(k) Retirement Plan with Employer Match: Build your financial future with company-supported retirement savings.

• Paid Time Off and Holidays: Enjoy paid time off (PTO) and 11 paid holidays.

• Paid Parental Leave: Maternity and paternity leave to support you and your growing family.

• Employee Engagement and Community: Participate in team celebrations, volunteer opportunities, and employee engagement activities that help you connect with colleagues across the company.

Additional Information

Interested in learning more about Oterra and what we do? Visit www.oterra.com to explore our company and discover how you can be part of our team!

All your information will be kept confidential according to EEO guidelines.

Compensation: 49920 to 52000 (USD) (YEARLY)