Job Title: Customer Service Associate

Location: Lawrence, MA

Department: Customer Service

Reports To: Director of Customer Service

ABOUT US 

The Artisan Chef Manufacturing Company, located in historic Lawrence, Massachusetts, is a multifaceted manufacturer of scratch-made Pastries, Artisan Breads, Fresh Pastas, Gourmet Sauces, Authentic Neapolitan Style Pizza, Calzones, and restaurant-quality prepared meals. If you are passionate about working in a fast-track entrepreneurial environment with state-of-the-art equipment and a driven team, consider working with us!

Come join New England's fastest growing Artisan Manufacturing Company. Artisan Chef Manufacturing is searching for a dedicated Production Manager to add to our team. We are looking for passionate culinary leaders to join us on an incredible growth journey. Artisan Chef Manufacturing is looking for a talented, driven and passionate talent to help us grow. Must be process oriented and detailed.

BASIC FUNCTIONS

We are seeking a dedicated and detail-oriented Customer Service Associate to join our team. This role serves as a critical link between customers and internal departments, ensuring accurate order processing and the prompt resolution of customer inquiries.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Respond to customer inquiries via phone, email, and other communication channels.
• Address and resolve customer complaints promptly, ensuring accurate tracking and reporting.
• Process customer orders with accuracy and issue order confirmations.
• Coordinate order changes, cancellations, and returns with customers, warehouses, and third-party logistics (3PL) partners.
• Oversee outbound freight for delivery customers and manage pickup appointments.
• Prepare shipping documents, including Bills of Lading (BOL).
• Process invoices using ERP systems and EDI.
• Monitor and update customers on order status, including stock availability.
• Track order lead times and ensure adherence to minimum order quantity requirements.
• Communicate production needs to the production planner to achieve 100% order fulfillment.
• Maintain accurate and up-to-date customer records in ERP systems and Customer files.
• Manage EDI portals, including sales orders, advance shipping notices (ASNs), and invoices.

CROSS-FUNCTIONAL COLLABORATION

• Work with sales, production, planning, and logistics teams to ensure smooth communication and customer satisfaction.
• Collaborate with the Quality team to resolve customer complaints.
• Provide support to sales and other departments by generating reports and managing customer-related data.

MINIMUM QUALIFICATIONS

• 1 to 3 years of customer service experience.
• Experience with ERP systems and EDI (preferred).
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Strong ability to maintain professionalism in challenging situations.

BENEFITS 

Vacation

401 K Up to 5% match 

Health/Dental/Vision: BCBS Mass

Life/AD&D Insurance