Job Title

About UsPacific Coast Fruit Products (PCFP) is a leading processor and distributor of premium fruit-based ingredients. We partner with global brands and distributors to deliver high-quality, innovative, and sustainable fruit solutions. Were looking for a Customer Service Representative to join our team to play an integral role in delivering best in class customer experience.You Live and Model the Organizations Values Invest in Relationships- We build trust and collaborate to develop long term partnershipsYou do whats right for the organizationYou share knowledge freely to ensure organizational strength and sustainability You make time to help and develop others Act with Integrity We are transparent, honest and ethical in all of our interactionsYou accept that your colleagues deserve your best, always! You exercise excellent judgement and take smart risks You follow through on commitments and own your resultsExcel at Service We set the standard for delivering exceptional serviceYou ensure quality always comes first You are easy to do business with You consider the customer in discussions and actions You respond to customer needs with urgency and diligence Deliver Excellence- We aspire for Excellence in everything we doYou drive results by making difficult decisions when needed You address the root cause to solve problems You demonstrate your commitment through defined actionCommunication Listen well and seek to understand Communicate concisely, candidly and respectfullyYoure an avid contributor to discussions and share ideas and solutions.Curiosity Know your business and our products Proactively seek knowledgePassionate about continuous improvement Connection Embrace diverse backgrounds and cultures Seek out different perspectives and choose the best ideas, wherever you find themCenter your approach in the well being of colleagues and the sustainability of communitiesAbout the Role The Customer Service Representative (CSR) plays a critical role in ensuring Pacific Coast Fruit Products (PCFP) delivers a seamless, positive experience for every customer. Acting as the connective link between customers, Account Managers, Account Directors, and cross-functional teams, the CSR ensures orders are executed with accuracy, professionalism, and efficiency from purchase order through shipping status.This role is deeply collaborative by nature. Within the Sales team, the CSR supports Account Managers and Account Directors by providing timely information, order visibility, and administrative support that allow them to focus on strategic customer growth and relationship building. Cross-departmentally, the CSR partners with Production, Quality Control, Logistics, Accounting, and Supply Chain to align on requirements and proactively resolve issues before they impact the customer.The CSR also has the unique opportunity to develop a broad, detailed understanding of PCFPs entire customer baseacross industries, geographies, and order volumes. From large, strategic accounts to smaller customers with specialized needs, this role provides a holistic view of the business, making the CSR extremely well-versed in the diverse requirements and expectations that define PCFPs customer relationships.By balancing attention to detail with a strong customer-service mindset, the CSR ensures that internal processes translate into consistent, reliable results externallybuilding trust and strengthening PCFPs reputation for quality and service. Ultimately, this role contributes directly to customer satisfaction, retention, and long-term business success by ensuring every customer interaction reflects PCFPs commitment to excellence.Key ResponsibilitiesCustomer Order ManagementAccurately process and manage customer purchase orders, ensuring pricing, specifications, and delivery details are correct.Monitor the status of orders from entry through shipping, providing timely updates to customers, Account Managers, and Account Directors.Track shipping schedules and proactively resolve delays or discrepancies.Ensure seamless service and attention to detail for customers of all sizesfrom large-scale strategic partners to smaller accounts with unique needs.Directly manage a portfolio of local and emerging customersAccount Manager & Account Director CoordinationPartner closely with Account Managers and Account Directors to manage day-to-day order execution and communication.Deliver consistent support across the customer portfolio, reinforcing strong relationships with both major accounts and smaller, emerging customers.Customer Service ExcellenceRespond promptly and professionally to customer inquiries by phone and email.Build positive, trust-based relationships with customer contacts to strengthen confidence in PCFP.Address questions, problems, and complaints with a solutions-oriented approach, escalating to managers or commercial leads when necessary.Demonstrate adaptability to serve the diverse requirements of PCFPs customer base, balancing the demands of high-volume customers with the specialized needs of smaller accounts.Internal CollaborationWork cross-functionally with Production, Quality Control, Logistics, Accounting, and Purchasing to ensure smooth order execution.Partner with the Operations, Logistics, and Procurement teams to align inventory availability with customer demand and proactively flag risks.Act as the link between internal teams and the full customer portfolio, ensuring all customersbig and smallreceive reliable, consistent service.Administrative & Sales SupportPrepare internal sales documents, reports, quotes, and pricing inquiries.Review and approve invoices following standard procedures.Maintain accurate customer records and order documentation.Food Safety Management System ComplianceAdhere to PCFPs Food Safety Management System policies and procedures.Ensure all order-related activities support the safety, quality, and integrity of PCFPs food products.What Success Looks Like in the First 12 MonthsDemonstrates the ability to manage the entire order lifecyclefrom purchase order to shippingwith minimal errors and proactive communication.Builds strong rapport with customer contacts, becoming a trusted and reliable point of contact for order-related matters.Establishes effective working relationships with Production, Logistics, Quality Control, Accounting, and Supply Chain, contributing to smooth operations and fewer escalations.Provides consistent, accurate support to Account Managers and Account Directors, ensuring they have the information and visibility needed to manage accounts strategically.Becomes highly knowledgeable across PCFPs full customer basebig and smallunderstanding their requirements, preferences, and order patterns.Anticipates and addresses potential issues before they affect customers, demonstrating resilience and accountability.Qualifications23 years of experience in customer service, order management, or related roles (food, beverage, or manufacturing sector preferred).Strong organizational and multitasking skills; proven ability to manage competing priorities in a fast-paced environment.Excellent verbal and written communication skills with a professional, customer-focused approach.Strong collaboration skills with the ability to work effectively across teams and departments.Detail-oriented with a commitment to accuracy in order processing and reporting.Proficiency in Microsoft Office (Excel, Outlook, Word); ERP system experience considered an asset.Resilient and adaptable, with a positive attitude and solutions-first mindset.What We OfferOpportunity to directly impact the growth of a market-leading fruit products business.A collaborative, entrepreneurial culture where your insights are valued.Competitive compensation and benefits package.Career development opportunities in a growing international business.