CPG Customer Service Representative (Contractor)

Emeryville, CA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Join our dynamic team as Customer Service Representative where youll play a pivotal role in driving customer satisfaction with our CPG customers. Reporting directly to the CPG Manager of Customer Service youll ensure seamless order execution timely deliveries and robust revenue generation for the company. If youre a proactive problem-solver with a passion for operational excellence and experience in the fast-paced world of CPG we want to hear from you!

Duration: FebJune 30th 2026 (with potential extension)

Location: Remote

Schedule: Full-Time

Hourly: $43/hr.

What Youll Do (A Day in the Life):

Build and maintain strong partnerships with internal cross-functional teams as well as external partnerships with our customers.
Own the end-to-end purchase order execution process (O2C) ensuring timely and accurate delivery while meeting customer expectations and compliance requirements.
Act as the main point of contact for sales operational customer needs balancing customer satisfaction with internal efficiency.
Investigate and resolve customer-related issues identifying root causes and developing scalable solutions to prevent future disruptions.
Participate in daily operations calls focused on EDI pricing and delivery issues.
Monitor and maintain high levels of quality accuracy and consistency in CPG sales operations processes.
Work as a team with the Supply Chain Compliance team & Customer Replenishment team ensuring any customer issues are addressed proactively and root cause analysis prevents issues from reoccurring.

Key Responsibilities:

Act as the operational lead for our customers managing the entire order lifecyclefrom EDI order receipt to invoicing.
Maintain a deep understanding of CPG sales operations best practices ensuring compliance with customer requirements (e.g. on-time delivery case-fill rates OTIF metrics).
Collaborate with Fulfillment and Shipping teams to prioritize and resolve issues ensuring operational efficiency and minimal disruptions.
Provide customers with regular updates on order and shipment statuses while troubleshooting logistics issues to maintain strong service levels.
Organize and update customer-specific SOPs routing guides and compliance documentation on SharePoint.
Coordinate with Freight Brokers and/or consolidators.
Monitor and improve adherence to retailer scorecard metrics (e.g. OTIF fulfillment accuracy and invoice compliance).

What You Bring (Qualifications):

23 years of experience in Sales Operations Supply Chain or Sales Planning within the Food & Beverage CPG or Retail industries.
Bachelors degree
In-depth understanding of CPG Sales Operations processes including order management EDI workflows and retailer compliance standards.
Proficiency in Microsoft PowerPoint Excel SharePoint and Outlook.
Strong communication and relationship-building skills with internal and external stakeholders.
Proven ability to manage and prioritize tasks in a fast-paced high-pressure environment.
Attention to detail and a proactive approach to identifying and solving operational issues.
Self-starter mindset with creative problem-solving abilities and a focus on continuous improvement.

Preferred Skills (Nice to Have):

Experience managing CPG retailer portals (e.g. Amazon Vendor Central HEB Supplier Portal).
Familiarity with retailer compliance requirements such as OTIF case-fill rates and deduction management.
Familiarity with ERP tools (Microsoft D365 preferred) Power BI Zendesk SPS Commerce and Smartsheet.
Advanced Microsoft Excel skills including VLOOKUP pivot tables and retail math.
Tech savvy or willingness to learn.

Required Experience:

Contract