CrossRoads Blends
The Customer Service Lead manages day-to-day customer service operations while remaining directly involved in order entry and customer communication. This role combines leadership with hands‑on execution — ensuring accurate order processing, timely responses, and smooth coordination between customers, production, logistics, and accounting teams.
Customer Order Management
Enter and process customer purchase orders accurately in the ERP system (e.g., ERPNext).
Verify pricing, product codes, and shipping details before confirming orders.
Track open orders, backorders, and shipments to keep customers fully informed.
Coordinate with Production and Shipping teams to align schedules and meet delivery commitments.
Handle revisions, substitutions, or credit memos as needed.
Customer Communication
Serve as the main point of contact for key customer accounts.
Respond promptly to inquiries, sample requests, and order status updates.
Proactively notify customers of any delays, product changes, or inventory issues.
Maintain clear, professional, and friendly communication at all times.
Oversee the daily workflow for the customer service team and ensure balanced workloads.
Review and approve order entries for accuracy and completeness.
Provide training, guidance, and feedback to ensure consistent service quality.
Serve as the escalation point for complex or sensitive customer issues.
Process & System Management
Maintain and update standard operating procedures for order handling and communication.
Collaborate with IT/ERP administrators to resolve system issues or roll out improvements.
Track and report key metrics such as order accuracy, response time, and customer satisfaction.
Recommend process improvements to enhance efficiency and minimize errors.
Cross‑Department Coordination
Work closely with Production, Shipping, R&D, and Accounting to ensure seamless order flow.
Assist Accounting with invoice verification, credits, and payment follow‑ups.
Support Sales with customer documentation, product setups, and expectation management.
Qualifications
3–5 years of customer service or order management experience in manufacturing, food, or distribution.
Experience entering and managing orders in an ERP system (ERPNext, NetSuite, SAP, etc.).
Strong attention to detail with excellent accuracy in product codes, pricing, and documentation.
Excellent written and verbal communication skills.
Proven ability to manage multiple priorities in a fast‑paced environment.
Prior leadership or supervisory experience preferred.
Hands‑on leader — leads by example.
Highly organized and detail‑oriented.
Proactive problem‑solver with a customer‑first mindset.
About Crossroads Blends Crossroads Blends is a U.S.-based spice and seasoning manufacturer supplying food processors and brands nationwide. We pride ourselves on quality, precision, and long‑standing relationships with our customers. Our team thrives on collaboration, efficiency, and a shared commitment to customer satisfaction.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Industries
Food and Beverage Manufacturing
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Customer Order Management
Enter and process customer purchase orders accurately in the ERP system (e.g., ERPNext).
Verify pricing, product codes, and shipping details before confirming orders.
Track open orders, backorders, and shipments to keep customers fully informed.
Coordinate with Production and Shipping teams to align schedules and meet delivery commitments.
Handle revisions, substitutions, or credit memos as needed.
Customer Communication
Serve as the main point of contact for key customer accounts.
Respond promptly to inquiries, sample requests, and order status updates.
Proactively notify customers of any delays, product changes, or inventory issues.
Maintain clear, professional, and friendly communication at all times.
Oversee the daily workflow for the customer service team and ensure balanced workloads.
Review and approve order entries for accuracy and completeness.
Provide training, guidance, and feedback to ensure consistent service quality.
Serve as the escalation point for complex or sensitive customer issues.
Process & System Management
Maintain and update standard operating procedures for order handling and communication.
Collaborate with IT/ERP administrators to resolve system issues or roll out improvements.
Track and report key metrics such as order accuracy, response time, and customer satisfaction.
Recommend process improvements to enhance efficiency and minimize errors.
Cross‑Department Coordination
Work closely with Production, Shipping, R&D, and Accounting to ensure seamless order flow.
Assist Accounting with invoice verification, credits, and payment follow‑ups.
Support Sales with customer documentation, product setups, and expectation management.
Qualifications
3–5 years of customer service or order management experience in manufacturing, food, or distribution.
Experience entering and managing orders in an ERP system (ERPNext, NetSuite, SAP, etc.).
Strong attention to detail with excellent accuracy in product codes, pricing, and documentation.
Excellent written and verbal communication skills.
Proven ability to manage multiple priorities in a fast‑paced environment.
Prior leadership or supervisory experience preferred.
Hands‑on leader — leads by example.
Highly organized and detail‑oriented.
Proactive problem‑solver with a customer‑first mindset.
About Crossroads Blends Crossroads Blends is a U.S.-based spice and seasoning manufacturer supplying food processors and brands nationwide. We pride ourselves on quality, precision, and long‑standing relationships with our customers. Our team thrives on collaboration, efficiency, and a shared commitment to customer satisfaction.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Industries
Food and Beverage Manufacturing
#J-18808-Ljbffr