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Customer Service Representative (CSR)

Department: Customer Service
Reports To: Interim Customer Service Manager (Reports to Interim Sales Director)
Work Hours: Monday – Friday, 8:00 AM – 5:00 PM

Job Summary:
The Customer Service Representative (CSR) is responsible for providing exceptional support to customers and internal sales teams across multiple channels: Farm Store, Row Crop, National Wildlife, Contract Manufacturing & Related Services, and Consumer Sales. CSRs manage the full customer order lifecycle—from order intake to delivery communication—while contributing to revenue growth through proactive sales activities. This role bridges communication between manufacturing, warehouse, logistics, and sales, ensuring a seamless customer experience.

Key Responsibilities:

  1. Order Intake & Processing:
    • Receive and process orders via phone, text, email, B2B portal, and website.
    • Accurately enter orders into NetSuite, ensuring correct details and Ship Dates.
  2. Order Slotting & Scheduling:
    • Review production and logistics capacity daily at 2:00 PM CST.
    • Adjust Ship Dates for orders exceeding capacity, ensuring alignment with production limits.
    • Approving orders once slotted and reviewed by Production and Logistics.
  3. Customer & Sales Communication:
    • Serve as the main point of contact for customer inquiries, updates, and issue resolution.
    • Collaborate with Sales Managers (Farm Store, Row Crop, National Wildlife) and Sales Reps to support customer needs.
  4. Pickup Monitoring & Follow-Up:
    • Identify and follow up on missed customer pickups or deliveries, rescheduling as needed and updating NetSuite accordingly.
  5. Sales Support & Generation:
    • Assist Sales Reps with administrative tasks and customer communication.
    • Engage in outbound sales activities: upselling, cross-selling, re-engaging dormant accounts, and referral follow-ups.
  6. Operational Collaboration:
    • Coordinate with the Logistics and Production Managers for capacity-related issues and escalations.
    • Provide feedback to Sales, Production, and Operations for continuous process improvements.

Qualifications & Skills:

  • Internally motivated and driven to succeed
  • Positive attitude
  • Strong communication (verbal and written)
  • Proficiency with technology and exceptional computer skills
  • Attention to detail and organizational skills
  • Problem-solving and conflict resolution capabilities
  • Customer-oriented mindset with sales acumen

Goal:
The goal of the Customer Service Representative (CSR) team is to deliver exceptional customer support across all sales channels while actively contributing to revenue growth. CSRs will achieve this by efficiently managing the order lifecycle, fostering strong customer relationships, and proactively engaging in sales activities. By embodying the company’s core values, CSRs will enhance customer satisfaction, streamline operations, and help transition the department from a cost center to a profit center.

Key Performance Indicators (KPIs):

  • Order accuracy and processing speed
  • Capacity management compliance
  • Customer satisfaction scores
  • Sales contribution (upsells, reactivations, referrals)
  • Response and resolution times

Introduction to the CSR Role & Alignment with J&J Bagging’s Core Values

As a Customer Service Representative (CSR), you play a crucial role in ensuring that J&J Bagging operates efficiently, profitably, and in alignment with the core values that define our company culture and success. Your daily interactions with customers and internal teams will directly impact customer satisfaction, sales performance, and operational excellence. By integrating our core values into every aspect of your role, you will help create meaningful partnerships, drive growth, and contribute to the company’s long-term vision.

How the CSR Aligns with J&J Bagging’s Core Values

  1. Customer Focus: Deliver outstanding service with timely responses, proactive communication, and personalized support tailored to each customer’s unique needs. CSRs will build lasting relationships by consistently exceeding customer expectations and acting as trusted partners in their success.
  2. Quality Always: Ensure precision and accuracy in every interaction, from order processing to issue resolution. CSRs are committed to maintaining high standards of quality in all tasks, reducing errors, and contributing to the company’s reputation for reliability and excellence.
  3. Teamwork Wins: Foster collaboration across departments, including Sales, Logistics, Production, and Accounting. CSRs actively support team goals, share knowledge, and contribute to a positive work environment where mutual respect and shared success are priorities.
  4. Act Responsibly: Demonstrate integrity, accountability, and ethical behavior in all customer and internal interactions. CSRs take ownership of their work, follow through on commitments, and make decisions that reflect the company’s values and dedication to doing the right thing.
  5. Innovate Boldly: Identify and suggest improvements to customer service processes, leveraging new tools, technologies, and ideas to enhance efficiency and effectiveness. CSRs embrace change and contribute to a culture of continuous improvement.
  6. Develop Talent: Pursue opportunities for professional growth, both individually and as part of the team. CSRs participate in training, mentorship, and skill development activities, fostering a culture where learning and growth are encouraged and supported.
  7. Grow Purposefully: Drive revenue growth through strategic sales activities, including upselling, cross-selling, and customer reactivation. CSRs play a proactive role in identifying opportunities to add value for customers and contribute to the company’s long-term success.
  8. Stay Agile: Adapt quickly to changing customer needs, market dynamics, and internal processes. CSRs maintain a flexible mindset, responding effectively to new challenges and seizing opportunities to improve service delivery.
  9. Driven by Purpose: Support the mission of “Your Farm Supply Partner” by acting with purpose, passion, and a clear focus on customer success. CSRs contribute to the company’s vision through meaningful work that impacts customers, colleagues, and the broader agricultural community.

Tools & Resources:

  • NetSuite: Order entry, customer records, capacity management
  • MessageMedia: Business texting platform
  • 8×8 Phone Integration: CRM-connected phone system
  • Capacity Dashboards: Real-time production and logistics data
  • Shipwell TMS: Awareness of third-party carrier statuses (booking handled by Logistics)

Daily Workflow:

  • 8:00 AM – 2:00 PM: Inbound order processing, customer communication, filing gaps with outbound sales activities
  • 2:00 PM – 4:00 PM: Order slotting, issue follow-ups (pickups, RMAs, credits)
  • 4:00 PM – 5:00 PM: Outbound sales activities, end-of-day wrap-up

Collaboration & Reporting:

  • Internal: Sales Managers of Various Sales Channels, Logistics Manager, Operations Managers, Accounting
  • Reporting Structure: Directly to the Customer Service Manager, with escalations to the Interim Sales Director

Summary:
CSRs play a vital role in supporting J&J Bagging’s sales channels by managing customer interactions and driving growth initiatives. By aligning with the company’s core values, CSRs contribute to a positive customer experience, operational efficiency, and revenue generation.

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