Senior Customer Service Representative

Job Description

General Summary

The Senior Customer Service Representative serves as a key customer advocate and subject matter expert within the Customer Service team. This role is dedicated to supporting Oterra's largest and most strategic customer accounts, providing a high level of service, proactive communication, and end-to-end order management. The Senior Customer Service Representative acts as the primary customer contact for assigned key accounts, building trusted relationships while ensuring exceptional execution and responsiveness. This role is responsible for resolving escalated customer issues, mentoring team members, driving continuous improvement initiatives, and serving as a liaison between customers and internal business functions. The Senior Customer Service Representative partners closely with Sales, Supply Chain, Planning, Quality, Operations, Logistics, and Finance to deliver outstanding customer experience while balancing customer needs.

Principal Duties And Responsibilities

• Serve as the dedicated Customer Service Representative for Oterra's largest and most strategic customer accounts, building trusted relationships and ensuring an exceptional customer experience.
• Manage the complete order fulfillment process for assigned domestic and international customer accounts, including order entry, order management, delivery coordination, and proactive communication.
• Serve as the primary point of contact for complex customer inquiries, escalations, and service-related issues, driving timely resolution while maintaining a high level of customer satisfaction.
• Determine product availability, pricing, lead times, shipping requirements, and customer-specific needs while proactively communicating order status, risks, and potential solutions.
• Partner with Supply Chain, Planning, Manufacturing, Quality, Warehouse, Logistics, and Sales to resolve supply, production, inventory, and delivery challenges affecting customers.
• Lead the coordination and resolution of Customer Service Requests (CSRs), ensuring appropriate ownership, root cause identification, and customer communication throughout the resolution process.
• Build strong cross-functional relationships to identify process improvements, reduce service disruptions, and improve the overall customer experience for assigned accounts.
• Act as a subject matter expert for ERP processes, customer account management, and customer service best practices while mentoring and providing guidance to Customer Service Representatives.
• Maintain customer master data within ERP and supporting systems to ensure data integrity and compliance with customer requirements.
• Support Accounts Receivable activities, including customer invoicing, collections support, account reconciliation, and issue resolution in partnership with Finance.
• Coordinate sample requests, technical documentation, regulatory documentation, and other customer support activities on behalf of Sales and internal stakeholders.
• Monitor customer service metrics, identify trends, and recommend corrective actions to improve service levels, order accuracy, and operational efficiency.
• Participate in continuous improvement initiatives, SOP development, system enhancements, and cross-functional projects that improve customer satisfaction and business performance.
• Assist with onboarding and training new Customer Service team members while promoting standardized processes and knowledge sharing.
• Participate in required training and maintain knowledge of company products, systems, policies, and customer requirements.

Qualifications

Knowledge, Skills & Abilities

1. Bachelor’s Degree or 1-2 years equivalent experience preferred.
2. Ability to read, write and speak English and Spanish fluently.  Ability to speak Portuguese is a benefit. 
3. Working knowledge of logistics and manufacturing processes.
4. Possesses a working knowledge in Microsoft Office programs, SAP and Batch Master.
5. Ability to perform conversion calculations with units of measure, money, and other basic math functions as needed.
6. Excellent interpersonal skills.
7. Communicates effectively with the ability to ask the pertinent question(s) to determine customer needs. 
8. Ability to work effectively within a team environment and collaborate on issues.
9. Familiarity with delivery schedules, routing, incoterms and carriers preferred.
10. Proven lean process improvement mindset.
11. Ability to flex and adapt to change.
12. Food industry knowledge a plus

Additional Information

What We Offer

At Oterra, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance.
• Financial Security: A retirement savings program with 401(k), company match, and bonus program.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.
• Engagement in the Workplace: Monthly employee engagement events and team celebrations
• Growth & Empowerment: A collaborative culture that encourages career growth and professional development opportunities

Equal Employment Opportunity Statement

• Oterra is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, pregnancy, age, ancestry, national origin, genetic information, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Oterra is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. Oterra will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen.