Customer Service Representative

ABOUT WAWONA FROZEN FOODS

Wawona Frozen Foods is a family-owned company known for our commitment to quality, safety, and exceptional service. We produce premium frozen fruit products using state-of-the-art facilities that meet the highest standards of food safety and consistency. Our teams work collaboratively to ensure that every customer receives the superior value and service Wawona is known for.

ABOUT THIS ROLE

We are seeking a Customer Service Representative (CSR) who will act as a trusted partner to our customers. This role is responsible for accurate order entry, proactive communication, and supporting cross-functional teams throughout the order-to-cash cycle. The CSR ensures that orders are fulfilled accurately, customers receive timely updates, and internal teams have the information they need for smooth execution.

This position works closely with Sales, Supply Chain, Warehouse, Accounting, Operations, and Shipping/Receiving to provide high-quality customer support and seamless order processing.

Wawona Frozen Foods – Clovis, CA Location
Status: Full-Time, Non-Exempt
Schedule: 7:00am to 5:00pm, Onsite, In Person

Compensation: $18-25 DOE

WHAT YOU'LL DO

Order Processing & Fulfillment

• Accurately enter customer orders and ensure all necessary details (product specs, quantities, delivery dates) are complete.
• Monitor daily order fulfillment and proactively resolve issues to ensure timely shipment and delivery.
• Coordinate with production teams on orders requiring expedited manufacturing or inventory adjustments.
• Communicate any order or schedule changes to customers in a timely and professional manner.

Customer Service & Communication

• Serve as the main point of contact for customer inquiries, updates, and issue resolution.
• Provide prompt and accurate responses via phone, email, and other channels.
• Maintain accurate customer records, order history, and contact information.
• Support Sales Managers with customer updates, pricing verification, and special reporting.

Invoicing & Account Coordination

• Ensure accounting has the information needed to issue accurate and timely invoices.
• Assist in resolving invoice discrepancies in partnership with sales and accounting teams.

Inventory & ERP Management

• Use Business Central ERP to check product availability and troubleshoot inventory issues.
• Partner with warehouse and operations teams to prevent stockouts and ensure inventory accuracy.

Cross-Functional Collaboration

• Work closely with supply chain, warehouse, shipping/receiving, and operations teams to support efficient order fulfillment.
• Keep Sales Managers and the Customer Service Supervisor informed of issues impacting customer satisfaction or order delivery.

Quality, Compliance & Documentation

• Maintain accurate documentation of all orders, customer interactions, and issue resolution steps.
• Comply with all GMP, HACCP, Food Safety, Food Defense, and SQF policies.
• Participate in Wawona's Safety Program and report concerns related to safety or product quality.

WHAT WE'RE LOOKING FOR

Qualifications

• AA degree or equivalent preferred.
• 2+ years of customer service or order processing experience; experience in food manufacturing or foodservice strongly preferred.
• Proficiency with Business Central ERP (or similar systems) for order management and inventory lookup.
• Advanced Microsoft Excel skills (VLOOKUP, Pivot Tables, formulas).
• Strong communication skills and the ability to build positive customer relationships.
• Highly organized with strong attention to detail and accuracy.
• Collaborative, proactive, and comfortable in a fast-paced environment.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

• Regularly required to sit, stand, walk, talk, and use a computer and phone.
• Occasionally lift up to 20 pounds.
• Primarily office-based; may visit production areas where conditions include noise, humidity, cold temperatures, moving mechanical parts, and slippery floors (slip-resistant shoes required).

WHY JOIN WAWONA?

• Family-owned culture with strong values
• Opportunity to make an impact across multiple departments
• Stable, growing company in the food manufacturing industry
• Supportive leadership and teamwork-focused environment