Customer Service Representative

Job Title: Customer Service RepresentativeJob Description

The Customer Service Representative supports the customer service team for a leading food ingredient manufacturer by managing sales orders, maintaining accurate data in the ERP system, and providing timely communication to internal teams and customers. This role plays a key part in ensuring smooth order management, supporting process improvements, and serving as a reliable backup to Customer Service Associates.

Responsibilities

• Assist Customer Service Representatives with updating and maintaining sales orders in the ERP system.
• Perform order entry and data entry tasks with a high degree of accuracy and attention to detail.
• Generate, update, and maintain Excel-based reports to support sales and customer service operations.
• Monitor and track order status, ensuring timely communication of updates, changes, or issues to relevant stakeholders.
• Collaborate with production, logistics, and sales teams to resolve order discrepancies, delays, or inventory-related concerns.
• Support process improvement initiatives and contribute to documentation efforts within the customer service function.
• Provide backup support to Customer Service Representatives during peak periods or team member absences.
• Manage assigned customer accounts and oversee order management activities from entry through fulfillment.
• Keep customers informed of their order status through effective and timely communication.
• Work closely with a team of Customer Service Representatives and other departments to identify and implement appropriate solutions to customer issues.
• Escalate customer queries and concerns when necessary to ensure prompt resolution.
• Determine the quickest and most effective ways to answer customer questions and provide solutions.

Essential Skills

• Customer service experience in a manufacturing environment (not in a call center setting).
• Experience in order management, including managing assigned customer accounts.
• Strong data entry skills with a high level of accuracy.
• Proficiency with Excel for creating and maintaining reports.
• Effective and timely communication skills, particularly in keeping customers informed of order status.
• Ability to collaborate with production, logistics, sales, and customer service teams.
• Ability to identify and escalate customer queries and concerns appropriately.
• Strong problem-solving skills to determine efficient and effective solutions to customer questions.
• Team-oriented mindset and ability to work cooperatively with others.

Additional Skills & Qualifications

• Experience working within supply chain or logistics environments.
• Proficiency with Microsoft Office tools such as Word, Excel, and PowerPoint.
• Experience with ERP systems for order entry and order management.
• Background in inventory-related processes within a manufacturing setting.
• Interest in supporting process improvements and documentation.
• Motivation to grow within the organization and pursue internal opportunities over time.

Work Environment

This role follows a Monday through Friday schedule from 8:00 a.m. to 4:30 p.m. The position operates in a hybrid work environment, with remote work on Mondays and Fridays and on-site work from Tuesday through Thursday. Initial training takes place fully on-site for approximately 3-4 weeks, Monday through Friday from 8:30 a.m. to 5:00 p.m. The work setting is a professional office environment connected to a manufacturing and supply chain operation, using ERP systems, Microsoft Office (Word, Excel, PowerPoint), and other standard business technologies. The culture encourages teamwork, collaboration across departments, and offers opportunities to apply for roles in other areas of the organization after gaining experience.

Job Type & Location

This is a Contract to Hire position based out of Decatur, IL.

Pay and Benefits

The pay range for this position is $22.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Decatur,IL.

Application Deadline

This position is anticipated to close on Aug 25, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.