Customer Service Representative

Who are we:

We’re a leading Northeast family-owned food, agricultural products, and agricultural services organization headquartered in Pennsylvania. We provide animal nutrition and feeds; specialty protein production, processing, and marketing; on-farm protein production services; and grain, fertilizer, and ingredient procurement. 

We’re a stable company with strong core values, great benefits, competitive wage structure, and a safe and healthy work environment. With over 850 team members, we're a growing company in an essential sector – agriculture! 

Learn more here: https://www.thewengergroup.com 

What your day looks like:

POSITION SUMMARY: 

The Customer Service Representative (CSR) plays a critical role in ensuring producers receive feed proactively and reliably. This role goes beyond traditional reactive customer service by leveraging forecasting tools and direct communication to anticipate customer needs before they arise. The CSR will use tools such as Bin Sentry and other evolving forecasting platforms to monitor feed inventory levels and initiate outbound calls to producers to place orders, ensuring timely delivery and customer satisfaction.

ESSENTIAL JOB FUNCTIONS: 

Forecasting & Proactive Communication

• Monitor feed inventory levels using forecasting tools to predict customer needs.
• Anticipate feed needs and place orders before producers request them.
• Make outbound calls to producers to confirm feed requirements and delivery schedules.
• Inform producers of expected delivery times and resolve any scheduling conflicts.

Order Management

• Accurately enter and manage feed orders in the system (e.g., JDE).
• Coordinate with Mill Planners and Logistics to ensure efficient load scheduling and delivery to minimize reactive load planning.
• Communicate order status updates to producers and internal teams to remain ahead of schedule.
• Learn the customer service ordering process, supporting software applications, and internal departmental communications utilized to meet our customers’ needs proactively and efficiently.

Tool Utilization

• Use Bin Sentry to track bin levels and trigger order placement.
• Apply forecasting tools to refine demand predictions.
• Collaborate with Operations and Relationship Managers to align forecasts with customer expectations.

Customer Relationship & Support

• Build rapport with producers through consistent, proactive communication.
• Serve as a reliable point of contact for feed-related inquiries and support.
• Maintain accurate records of customer interactions and order history.

Cross-Functional Collaboration

• Work closely with Production Planning, Logistics, Nutrition Services, and Sales teams.
• Participate in customer service huddles and feedback sessions to improve processes.
• Participate in resolving customer, manufacturing, and logistical concerns and issues.

EDUCATION & EXPERIENCE: 

• One to two years of customer service experience or comparable work experience is required.
• Strong communication and relationship-building skills.
• Intermediate computer skills are required for this position.
• Experience with forecasting tools, ERP systems and Bin Sentry preferred.
• Documented work experience on Microsoft Office applications, especially Outlook and Excel.
• Experience or familiarity with manufacturing and distribution is desirable.
• Ability to work independently and proactively.
• Agricultural industry experience a plus. 

In addition to our more traditional benefits, we also offer great perks and numerous resources for professional development and team building: 

• Promotional opportunities 
• Rewards and recognition programs 
• Robust onboarding and training program 
• Employee Discount Programs (Perks at Work) 
• Employee referral program  
• Encouraging and collaborative culture  

 What our benefits are:

• Paid Time Off, Floating Holiday, Volunteer Day, Parental Leave, etc.  
• Carebridge Employee Assistance Program 

 For all full-time members: 

• Medical 
• Dental 
• Vision 
• Health Savings Account (HSA) 
• Medical Flexible Spending Account 
• Dependent Care Flexible Spending Account  
• Life Insurance/Accidental Death and Dismemberment Insurance 
• Short-Term & Long-Term Disability  
• Pet Insurance 

Each team member has the potential to earn a yearly bonus based on the achievement of company goals. 

The Wenger Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type as protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  

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