Customer Service

The Customer Service Representative / Phone Order Clerk is responsible for providing professional, accurate, and efficient service to wholesale customers, with a primary focus on taking phone orders, entering orders into the system, answering customer questions, and supporting communication between customers, production, warehouse, and delivery teams. This position plays a key role in ensuring wholesale orders are processed correctly, scheduled on time, and communicated clearly to the appropriate departments.

Key Responsibilities

Customer Service

- Answer incoming phone calls from wholesale customers in a professional, courteous, and helpful manner.
- Assist customers with placing bakery orders.
- Provide accurate information regarding products, pricing, availability, pack sizes, delivery schedules, lead times, ingredients, allergens, and company policies.
- Help resolve routine customer questions, concerns, and order issues in a calm and respectful manner.
- Build and maintain positive working relationships with wholesale accounts through consistent and reliable service.

Order Entry and Processing

- Accurately take and enter customer orders into the order entry system.
- Confirm order details including product type, item codes, quantities, delivery dates, special instructions, and customer account information.
- Review orders carefully for accuracy, completeness, and timing requirements to prevent errors or missed shipments.
- Process order changes, additions, cancellations, credits, and follow-up communication as needed.
- Ensure all order deadlines and cut-off times are met.

Communication and Coordination

- Communicate order details, special instructions, shortages, and schedule changes clearly to production, warehouse, and delivery teams.
- Notify customers promptly regarding product availability issues, substitutions, delivery adjustments, or other order-related updates.
- Coordinate with internal departments to support timely and accurate order fulfillment.
- Help ensure customer orders are aligned with production sched