Customer Service Representative II (CSR II)

Primary Job Function

Customer Service Representatives II (CSR II) serve as senior-level contributors within the Customer Service team. In addition to managing complex customer interactions and advanced order processing, CSR IIs provide escalation support, mentor CSR I team members, and act as a key liaison between Customer Service, Sales, and Operations.

This role is critical to maintaining service excellence, improving processes, supporting team development, and ensuring high-priority customer needs are handled accurately and efficiently.

Key Responsibilities

Advanced Customer Interaction & Order Management

• Handle complex customer inquiries, escalations, and high-priority accounts with professionalism and confidence.
• Manage advanced order scenarios, including modifications, shortages, credits, RMAs, refunds, and delivery issues.
• Ensure accuracy standards are consistently met or exceeded, particularly for high-risk or time-sensitive orders.
• Serve as a point of escalation for CSR I team members when issues require additional analysis or decision-making.

Sales & Cross-Functional Partnership

• Work closely with Sales Representatives to support customer needs, special-order requests, and time-sensitive resolutions.
• Proactively communicate order status, shortages, and service impacts to Sales and internal stakeholders.
• Support one-on-one Sales partnerships by providing knowledgeable, reliable customer service coverage.

Mentorship & Team Support

• Mentor and support CSR I team members through coaching, knowledge sharing, and best-practice reinforcement.
• Assist with onboarding of new CSRs, including platform navigation, order accuracy standards, and escalation protocols.
• Provide informal guidance and support during peak periods to help stabilize queue flow and service levels.

Process Improvement & Operational Support

• Identify recurring issues, inefficiencies, or training gaps and escalate opportunities for improvement to leadership.
• Assist with testing, reinforcing, and adopting updated processes, SOPs, and system changes.
• Support operational initiatives that improve customer experience, order accuracy, and internal efficiency.

Qualifications & Skills

Required

• Minimum of 3–5 years of customer service experience or related experience.
• Demonstrated success in a high-volume, fast-paced customer service environment.
• Strong written and verbal communication skills with the ability to handle escalations professionally.
• Advanced proficiency in CRM systems, Microsoft 365, and customer service platforms.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Proven attention to detail, dependability, and ability to manage competing priorities.
• Ability to maintain composure and professionalism in high-pressure situations.

Preferred

• Food service and/or retail produce industry experience.
• Experience supporting Sales teams or managing assigned Sales partnerships.
• Bilingual (English/Spanish) communication skills.
• Prior experience mentoring, training, or acting as a lead resource within a team.