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Customer Service Representative in West Liberty, IA at West Liberty Foods, L.L.C

Date Posted: 3/26/2018

Job Snapshot

Job Description

Customer Service Representative is the direct point of contact to West Liberty Foods’ customers. This position is responsible for processing orders and inquiries relative to WLF products and managing customer orders throughout the supply chain to accomplish service goals and sales objectives. Additionally, Customer Service Representatives will investigate, enter and resolve claims while minimizing overall insurance program costs.

Primary Responsibilties

  • Direct point of contact to WLF customers and promptly responds to customer inquiries.
  • Receive, coordinate and process orders from customers, brokers, and sales or area managers for shipments and to confirm product is ordered and shipped from the correct manufacturing plant and warehouse locations.
  • Works cross-functionally with Sales, Scheduling, Transportation and Warehouse personnel to ensure inventory availability to meet current and projected sales needs.
  • Responsible for customer / product allocation for designated items while making sure product is shipped in first in / first out date rotation.
  • Identifies tracks and resolves customer shipment and distribution related issues in conjunction with other teams.
  • Set up and maintain customer accounts, business intelligence systems and related customer data including claim files. Coordinate necessary internal documentation to WLF.
  • Communicate new product and service opportunities, special developments, information or feedback gathered through field activity to appropriate company staff.
  • Identify redistribution needs in over, short and damaged situations based on product shelf life and customer availability for delivery.
  • Refer unresolved customer issues to designated departments for further investigation and follow up on appropriate correspondence to guarantee time sensitive deadlines are met.
  • Manage the movement of exported products in accordance with regulations, policies and procedures.
  • Coordinate claims resolution and disposition strategies with customers.
  • Investigate and report complaints based on item, cause or other factors.
  • Analyze account characteristics and work with customers to resolve issues while recommending appropriate solutions to provide ‘best in class’ customer service.
  • Maintain documentation of activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures.
  • Utilize and sync customer systems with WLF systems.
  • Manage projects and meet assigned deadlines.
  • Other duties as assigned.

Job Requirements

  • High School Diploma or equivalent preferred.
  • Minimum of 2 years of customer service experience or related experience preferred.
  • Excellent communication skills: written & verbal.
  • Attention to detail.
  • Strong problem solving skills.
  • Ability to prioritize, multi-task and manage time effectively.
  • Develop strong relationships: internally & externally.
  • Perform basic math.
  • Basic computer skills including MS Office.
  • Must be open and able to work extended hours and weekends if needed.

West Liberty Foods/Liberty Cold/Crystal Lake Farms is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


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