Customer Service Associate
Cleveland, Ohio•Full-time
$18.50+ hourly
$18.50+ hourly
About the Job
We’re on the Moo-ve with new opportunities!! And you know, if it’s Borden, it’s got to be good!
At Borden Dairy, we’ve embraced the “Glass Half Full” mindset since 1857. Guided by our beloved mascot, Elsie, we spread joy and optimism to American families everywhere. Our mission is simple: to be the best-in-class dairy brand in the markets we serve.
Join Elsie’s Herd today!
POSITION SUMMARY
Borden Dairy is seeking a friendly, detail‑oriented, and solution‑focused professional to join our team as a Customer Service Associate. This role is responsible for accurately receiving and processing customer orders in a high‑volume environment while delivering exceptional service to both internal and external partners. Daily responsibilities include managing orders received via phone, fax, email, web, and EDI, and ensuring all requests are handled promptly and in accordance with established policies and procedures.
The Ideal candidates will have experience supporting multiple locations within a shared‑services environment, particularly in manufacturing, distribution, or wholesale operations.
JOB RESPONSIBILITIES:
- Receive and process customer orders daily via phone (including pre‑orders), fax, email, web orders, and EDI transmissions with accuracy and timeliness.
- Monitor and maintain the call desk to process missing orders, load requests, EDI issues, and other order‑related tasks.
- Respond to internal and external inquiries and ensure appropriate and timely resolution.
- Maintain order cut‑off timing in coordination with business units.
- Answer incoming customer calls and route them to the appropriate department or branch for follow‑up.
- Develop strong knowledge of company products, programs, and systems used to manage customer accounts.
- Resolve escalated customer concerns using effective problem‑solving and de‑escalation techniques to achieve satisfactory outcomes.
QUALIFICATIONS:
- High School Diploma or GED required.
- Proficient in reading and writing English.
- 2–3 years of experience with ROSS, AS400, and/or Green Screen systems preferred.
- Proficient in Microsoft Office, especially Excel; strong 10‑key skills required.
- 2–3 years of experience in an order‑entry or shared‑services environment, ideally within distribution, manufacturing, or warehouse operations.
- Experience supporting multiple locations, product lines, and customer groups in a fast‑paced or start‑up environment.
- Strong verbal and written communication skills, including grammar, clarity, and follow‑through.
- Demonstrated ability to work independently and collaboratively in fast-paced, dynamic environments.
- Demonstrated ability to perform effectively under pressure and manage competing priorities.
- Professional, caring, and enthusiastic demeanor when interacting with customers and colleagues.
- Advanced phone etiquette, customer service, and problem‑resolution skills.
- Bilingual abilities are a plus.
- Ability and willingness to work overtime, weekends, holidays, and various shifts as required.
EOE Vet/Disability:
Borden Dairy is proud to be an Equal Opportunity Employer. We actively seek to recruit, hire, and promote qualified individuals from all backgrounds, including women, minorities, veterans, and individuals with disabilities.
In accordance with the Americans with Disabilities Act (ADA), Borden Dairy provides reasonable accommodations to qualified individuals with disabilities to ensure equal access to employment opportunities without imposing undue hardship on Borden Dairy. If you require an accommodation during the application process or while employed, please contact Human Resources at HR.HQ@bordendairy.com for assistance.