Customer Service Representative

Job Description

Location: Mt. Sterling, IL
Department: Customer Service & Development
Reports To: Training Coordinator
Wage Range: $16.80 – $25.20, plus bonus opportunity

At Dot Foods, the Customer Service Representative (CSR) position offers the opportunity to work closely with our outside sales team while managing a dedicated customer base. This is not a call center role—there are no cold calls. Instead, you’ll gain a broad understanding of Dot’s operations by collaborating with multiple departments across the company.

The role begins with a 10–12 week training program led by our Training Manager and a team of experienced CSR trainers. This hands-on training includes working with real customers and handling the day-to-day responsibilities of territory management. Upon successful completion, you’ll begin covering customer territories during CSR absences, allowing you to continue building your skills as you prepare for your own assigned territory.

In this role, you’ll engage with your customers daily, helping them grow their businesses by processing orders, solving problems, and offering creative, strategic solutions.

WHAT YOU’LL DO
• Manage customer questions and requests by providing appropriate solutions, ensuring timely and accurate response and resolution.
• Act as the liaison between the customer and multiple internal departments, including Replenishment, Pricing, Accounts Receivable, and Transportation
• Process customer orders to ensure internal order deadlines are completed on time
• Go above and beyond to meet customer needs, including appropriate use of empathy
• Work closely with a team to include, outside sales, regional teammates, and internal customers.
• Applies lean thinking and tools to identify and eliminate waste in all areas of the position.

YOU MUST HAVE
• High School Diploma
• Excellent verbal and written communication skills
• Proficient in Microsoft programs such as Office, Word, and Excel
• Ability to process a high volume of request (email/phone) at a fast, accurate pace.

YOU MAY ALSO HAVE
• Bachelor’s Degree
• Two years in a professional, Customer Service environment
• Appetite and proven ability to build customer relationships
• Ability to effectively manage multiple tasks simultaneously

ROLE SPECIFICS
• Full-time: Monday – Friday
• Travel – Occasional overnight travel for outside trainings and meetings. Must have ability to travel independently as needed, without restriction by all modes of transportation, including car, plane, or train.

WHO WE ARE
Dot Foods makes products more accessible and affordable to the food industry. We streamline the supply chain and build valuable partnerships with distributors, suppliers, and operators. Our company was created on a foundation of respect and dependability. People who are open to input, ask questions, embrace diversity, and seek innovative solutions thrive here.

WHAT DOT CAN OFFER YOU
As a family-owned and – operated company since 1960, Dot Foods has created a strong family culture. We make everyone feel included and respected. In addition to an inclusive working environment, we will provide you with:
• Significant advancement opportunities
• Potential to work from home after 1 year

Safety: This position assumes responsibility for the workplace safety of self and co-workers, and for the safety conditions of the work locations, exercise and promotes safe behaviors and show unyielding support of programs, rules and policies regarding safety.
EOE/AA Employer: Dot believes all persons are entitled to equal employment opportunities. Dot will not discriminate against its employees or applicants for employment because of sex, race, color, religion, national origin, age, sexual orientation, disability, or veteran status or other basic classes protected by applicable federal or state law provided they are qualified for employment or for existing positions.