Customer Service Representative

The Customer Service Representative (CSR) plays a key role in delivering best‑in‑class customer support to customers across the Food, Beverage, and Nutraceutical ingredients markets. This role partners closely with Sales, Supply Chain, Product Management, and quality to manage customer relationships, support sales initiatives, and ensure seamless end‑to‑end order fulfillment. The CSR serves as the primary point of contact for customers while actively supporting Regional Sales Managers in achieving territory goals.

In addition to core service responsibilities, the CSR contributes to revenue and operational efficiency identifying opportunities to align customer orders with available production and inventory, helping maximize volume utilization withing the territory.

Key Responsibilities

• Serve as the primary liaison between customers, Regional Sales Managers, and internal teams.
• Manage customer relationships by responding to order inquiries, product questions, and service issues.
• Own the end‑to‑end Order‑to‑Cash process to ensure accurate, timely fulfillment across domestic, export orders.
• Enter, manage, and track sales orders in SAP, including backorders, inventory allocation, outbound delivery creation, customer portals and shipment documentation.
• Coordinate customer documentation, sample requests, complaints, and service cases.
• Proactively communicate order status updates, delivery information, and provide required documentation to customers and sales partners.
• Collaborate cross‑functionally to resolve order, inventory, fulfillment, or billing issues.
• Support inventory and contract management, including tracking shipments against customer contract BPO's and forecasts.
• Identify opportunities where available production or inventory exceeds current customer orders and proactively engage customers in increase order volumes where appropriate.
• Partner with Sales and Supply Chain to help optimize order quantities, reduce excess inventory, and improve overall volume utilization.
• Provide pricing support and handle billing inquiries in alignment with company policies.
• Assist Regional Sales Managers with territory reports, presentations, and internal coordination.
• Contribute to continuous improvement initiatives and adoption of best practices within the Customer Service team.

Qualifications

• Bachelor’s degree preferred.
• 2–3 years of experience in Customer Service, Sales Support, or Inside Sales within a B2B environment.
• Experience supporting Food & Beverage or ingredient customers preferred.
• Working knowledge of domestic and international trade.
• Hands‑on experience with SAP.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Strong written and verbal communication skills in business English.
• Highly collaborative, customer‑focused, and comfortable working cross‑functionally in a multicultural environment.

About the Company

Martin Bauer is a trusted solutions provider delivering premium botanical, herbal, and tea ingredients for the global food, beverage, and wellness industries. With over 90 years of expertise, we combine innovative technologies, deep botanical knowledge, and responsible sourcing to create high-quality products that promote health and well-being. Our collaborative approach, diverse production processes, and industry-leading quality standards ensure tailored solutions that seamlessly integrate into applications, unlocking the full potential of botanicals to drive brand success.