Customer Service Representative

Company Description Oterra is the global leader in naturally sourced colors for food, beverages, dietary supplements, and pet food. With over 140 years of expertise, we believe nature got it right the first time. Join our fast-growing, international team and help us make natural, healthy food accessible worldwide. Job Description Job Summary Oterra is seeking a customer-focused and detail-oriented professional to support customer service and order fulfillment activities. This role works closely with customers, Sales, Operations, and internal departments to ensure accurate order processing, timely deliveries, and effective resolution of customer concerns. The ideal candidate is an effective communicator who enjoys problem-solving, building customer relationships, and collaborating across teams to improve the customer experience and support business operations. Job Description Principal Duties and Responsibilities Receive, enter, and process domestic and international customer orders in the company’s ERP system. Verify product availability, pricing, delivery methods, order accuracy, and special customer requirements. Communicate regularly with customers regarding order status, delivery schedules, and potential issues. Collaborate with Supply Chain, Planning, Quality, Warehousing, Sales, and other internal teams to resolve customer concerns and support timely order fulfillment. Manage customer product issues and Customer Service Requests (CSRs) by gathering relevant information, coordinating with responsible teams, tracking resolution progress, and communicating updates to customers as appropriate. Maintain accurate customer information and account-specific data in SAP and other business systems. Direct inquiries and requests to the appropriate internal departments or affiliate plants. Support accounts receivable activities, including daily customer invoicing, follow-up on past-due invoices, and assisting Accounting with customer account discrepancies. Coordinate product sample submissions and documentation requests on behalf of Sales. Develop cross-functional partnerships to identify process improvement opportunities and implement effective solutions. Participate in required monthly training and maintain knowledge of applicable processes and systems. Support continuous improvement initiatives to enhance order management, delivery performance, and customer satisfaction. Working Conditions The position primarily operates in a standard office environment with appropriate lighting, temperature, and noise levels. Work is generally sedentary but may require standing or walking for up to 10% of the workday. Occasional on-call availability may be required. Physical Demands The employee must be able to perform the essential functions of the role, with or without reasonable accommodation. Responsibilities frequently include talking, hearing, keyboarding, and handling objects. Occasional lifting of up to 10 pounds and occasional stooping, kneeling, crouching, or crawling may be required. Visual abilities include vision, depth perception, and the ability to adjust focus. Qualifications Qualifications Education and Experience Bachelor’s degree or 1–2 years of equivalent relevant experience preferred. Working knowledge of logistics, manufacturing, and order fulfillment processes preferred. Experience with SAP, BatchMaster, or other ERP systems preferred. Experience with invoicing, accounts receivable support, or customer account reconciliation is an asset. Food industry experience is a plus. Knowledge, Skills, and Abilities Fluency in English and Spanish, including reading, writing, and speaking. Portuguese language skills are a plus. Proficiency in Microsoft Office applications. Strong customer service and interpersonal skills. Excellent verbal and written communication skills, including the ability to ask appropriate questions to identify and understand customer needs. Strong organizational skills and attention to detail w…

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