Customer Service Specialist

Title: Customer Service Representative (CSR)

Location: McAllen, Texas                                                                                      Pay Classification: Salary

Pay grade: 5                                                                                                         Job code: 3012

Reports to: Customer Service Lead                                                                      Department: Marketing & Sales

Supervisory Responsibilities: No                                                                           Date Revised: 06/18/2025

                                                                                                                               Places Version Date: 03/14/2024

Description (objectives of the position):   

The Reveam, Inc. McAllen, TX Customer Service Specialist, is responsible for providing excellent customer service, supporting the CS Lead in attending customer inquiries, processing orders, and maintaining accurate records and updated information. This role supports frontline service operations through communication, coordination, and follow-up, helping maintain high standards of service and satisfaction. This role requires strong communication skills and the ability to multitask in a fast-paced environment.

Duties and Responsibilities 

• Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner by phone or via email.
• Supports the CS Lead in processing customer orders, reviewing and tracking billing issues, responding account questions and troubleshooting.
• Escalates complex or unresolved issues to CS Lead or relevant departments.
• Supports the CS Lead in reviewing all customer orders and monitoring all incoming truckloads (GPS Tracking).
• Maintains customer records by updating account information.
• Records interactions, transactions and feedback using internal systems.
• Provides follow-up with other departments to ensure service standards are being met.
• Supports customer on boarding functions.
• Communicates customer feedback to management including any signs of dissatisfaction.
• Monitors customer orders & requests and ensures timely follow-up.
• Assist in preparing and reviewing reports, feedback summaries, and service documentation.
• Manage all paperwork associated with orders and maintains the corresponding e-files in NetSuite.
• Contributes to continuous improvement by identifying recurring issues or suggesting process enhancements.
• Operates office equipment, such as scanners, fax machines, and computers.
• Must follow all instruction related to Food Defense, Good Manufacturing Practices, and HACCP programs. 
• Must report to the Food Safety Department or their direct supervisor any problem or irregular situation related to food safety.
• Required to follow all quality system requirements for position and facility operations.
• Required to comply with and ensure all general safety, OSHA, USDA/APHIS, FDA and State of Texas regulations for position and facility operations. 
• Ensure compliance with the Quality & Food Safety Management System in accordance with relevant internal, external standards and regulatory requirements.  
• Ensure compliance with Good Manufacturing Practices by following GMP protocols.
• Ensure compliance to Standard operating procedures to ensure consistency and safety.
• Report on deviations on Food safety / Quality / Safety to the supervisor immediately
• Perform routine inspections as per standard requirements and timely data entry.
• Maintain clean and hygienic work environment.
• Participate in Food Safety, Safety and Quality related training.

Qualifications (specific requirements needed to be qualified for the position)

• High School Diploma or equivalent required; associate degree is a plus.
• Must be fluent in both Spanish & English, excellent oral and written communication skills.
• 1 year of experience in clerical position and/or in customer service support experience (preferred).
• Advanced computer knowledge including MS Office applications.
• Familiarity with NetSuite preferred not required or other CRM enterprise systems. 
• Excellent customer service skills.

Other Requirements:

• Knowledge of Good Manufacturing Practice.
• Ability to identify and resolve problems independently.
• Strong relationship building and collaboration skills.
• Heighten sense of urgency and ability to set priorities
• Strong organizational skills.
• Strong attention to details.
• An energetic team player who is flexible and adaptable.
• High level of initiative and works well in a team environment.
• Establishes and maintains effective channels of communications all relevant parties.

Work Environment and Physical Requirements: (Describe whether exposed to chemicals, indoor or outdoor conditions, confined spaces, heights or other specific work area characteristics).

• Reasonable accommodation may be provided to enable people with disabilities to perform the essential functions of this job.
• Most of the time performing this job is split between a standard office environment and outside in the Facility.  
• Frequently sit, reach with hands and arms; climb or balance, stand and walk; grasp with hands and fingers and lift up to 50lbs.  
• Occasionally bend, twist, push, pull, clime squat, crawl and kneel.   
• Frequently use computers, telephone, and writing instruments.  
• A large part of time is spent in a refrigerated area standing and walking.   While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles.  
• The noise level in the operation facility is high.  The noise level in the office environment is usually quiet to moderate.