Sr Customer Care Representative

Corporate OverviewServer Products is a highly regarded food and beverage technology company that manufactures products for the restaurant and food service markets. Server Products is committed to designing smarter solutions to everyday challenges so customers can serve easier, faster, and better than ever.The OpportunityThe Senior Customer Care Representative handles complex customer inquiries, resolves issues, and supports customers throughout the order and service lifecycle across multiple channels.This role uses Salesforce as the primary CRM for managing customer interactions, case management, and reporting. As a senior team member, they act as a subject matter expert, handle escalations, mentor junior staff, and contribute to process and system improvements to increase efficiency and customer satisfaction.ResponsibilitiesServe as a primary point of contact for customer inquiries via phone, cases, and chats, supporting both domestic and international customersManage customer cases, interactions, escalations, and documentation within Salesforce and integrated systems (ERP, EDI, etc.)Utilize Salesforce Omni Channel to manage workload, prioritization, and timely case resolutionAct as the SME for advanced product knowledge, system processes, and complex customer issuesAccurately enter and maintain customer, order, and case data to ensure data integrity and visibilityResolve complex customer issues with empathy, professionalism, and a focus on first contact resolutionCollaborate cross functionally with Sales, Manufacturing, Shipping, Accounting, Sourcing, and IT to ensure accurate and timely order fulfillmentInvestigate and resolve shipping, invoicing, warranty, service plan, and order discrepanciesSupport EDI and non-EDI customers by identifying system issues, duplicate orders, and data mismatches, escalating as appropriateProcess international documentation including commercial invoices, packing lists, letters of instruction, USMCA, and shipper requirementsRun and review reports related to open cases, past due orders, lead times, and customer trendsWrite detailed and accurate nonconformance reports (NCRs) when requiredMaintain and update SOPs and work instructions, ensuring alignment with Salesforce workflowsActively participate in onboarding and training of new team members, including CRM and CX best practicesProactively identify process gaps and recommend improvements to systems, workflows, and customer communicationsParticipate in team meetings and provide insights on trends, risks, and opportunities impacting customer experiencePerform other duties as assignedRequirementsHigh School Diploma. Associates Degree preferred.3-5 years of customer care or customer experience, preferably in a manufacturing or B2B environmentHands-on experience using CRM systems to manage customer cases, interactions, and data (Salesforce preferred)Experience supporting domestic and international customersExcellent written and verbal communication skillsProven ability to apply problem-solving techniques and resolve customer issuesProfessional attitude and demeanorAbility to work independently or in a team environmentStrong desire to assist with questions and provide feedback in a timely mannerDemonstrated planning, organization, critical thinking, and follow-through skillsStrong attention to detail and time management skillsAdvanced knowledge of ERP systems as well as Microsoft Office productsAdaptability and willingness to learn new skills and develop existing skillsBenefitsFive (5) weeks PTONine (9) Paid HolidayThree (3) days Paid to VolunteerRobust 401(k) with up to 6.0% Company Contribution/MatchExceptional health care benefits