Customer Service Representative

POSITION: Customer Service Representative                                  CATEGORY: Full time; Hourly, Non-Exempt

SUPERVISOR: Director of Operations                                          Revised: 07/14/2026

Position Summary: Under the supervision of the Director of Operations, the Customer Service Representative accurately processes customer orders, prepares customer correspondence, and fulfills customer needs to ensure customer satisfaction. This position is also responsible for but not limited to customer interaction, providing information in response to inquiries about products, services, deliveries, and assistance in resolving all customer questions, concerns or complaints.

This list of duties and responsibilities is illustrative only of the duties performed by this position and is not all-inclusive. Each classification may not be assigned all duties listed, nor do the examples cover all duties which may be assigned.

JOB RESPONSIBILITIES: The Customer Service Representative’s responsibilities include but are not limited to:

• Confirms customer order schedule and ensures all order entry is complete by the predetermined deadlines daily.


• Records order schedule exceptions that may include customer “No Order” requests and/or missed order deadlines daily.


• Accurately processes all orders using a variety of methods with the primary method being the customer order entry portal. Other methods may include but not limited to phone calls, emails, texts.


• Monitors back order and out of stock scenarios. Notifies customers in advance of scheduled deliveries. Offers substitution items as needed.


• Prepares and organizes route delivery driver book. Prints hard copies of Driver Manifest, Bills of Lading, Shipping Confirmations supplies and records load seals.


• Works with director of operations for special deliveries, recoveries, holiday schedule exceptions.


• Interacts with all customers to resolve concerns, issues, questions, or complaints in a timely and professional manner.


• Tracking deliveries for on time service and/or provides updates on status to customers.


• Perform all other duties as assigned.

JOB POSITION REQUIRES:

• Posses High School Diploma or equivalent.


• Ability to work in a positive, tactful, and confidential manner with staff and customers.


• Working knowledge of the distribution industry.


• Ability to work successfully with a variety of diverse individuals.


• Agreement to submit to a pre-employment drug screen and background check prior to employment.


• Strong, respectful communication, both verbal and written.


• Ability to maintain confidentiality.


• Customer Services.


• Proficient writing and organization skills.


• Ability to organize, maintain and submit data for records and reports.


• The ability to work independently and support a team environment.


• The ability to present information one-on-one, to small groups and to the BSR community on an “as needed” basis.


• Valid California Driver’s License and be insurable to drive.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee regularly is required to stand, sit, or walk for an extended period of time or for an entire work shift. Move. Lift, carry, push, pull and place objects weighing less than or equal to 50 pounds without assistance and must be able to travel from short to long periods of time, including overnight as necessary. Use hands and fingers to handle or feel; and talk or hear.

WORK ENVIRONMENT:

Work is generally divided between an office setting and group gatherings with a moderate noise level. Evening and/or weekend work may be required. Extended hours and irregular shifts may be required. Travel may be required.

PREFERENCE IN HIRING:

Preference in hiring is given to qualified American Indian in accordance with Indian Preference Act. Applicants claiming Indian preference must submit verification or Indian heritage documentation certified by Tribe of affiliation or Bureau of Indian Affairs.