Position Purpose

The Senior Customer Solutions Specialist (CSS) serves as a senior customer advocate, subject-matter expert, and role model within the Customer Solutions team. The position is responsible for delivering a high level of service to assigned customers while providing leadership, mentorship, and technical expertise to the broader Customer Solutions team.

A key responsibility of this role is serving as the team's subject-matter expert for the warehouse management system, (Datex), system transactions, and operational data analysis. The Senior CSS is a go-to resource for investigating and resolving complex customer-facing issues involving inventory, lot traceability, receiving, shipping, order activity, inventory adjustments, product holds, billing and other warehouse transactions.

The Senior CSS partners closely with Operations, Shipping & Receiving, FSQA, Business Development, IT/Systems, and other functional teams to connect customer concerns to underlying operational processes and system transactions. The role independently investigates issues, identifies root causes, develops fact-based explanations, and drives corrective actions through resolution.

In addition to managing assigned customer responsibilities, the Senior CSS is expected to raise the capabilities of the entire Customer Solutions team by coaching team members, sharing WMS/Datex knowledge, strengthening analytical and problem-solving skills, and modeling the ownership, responsiveness, professionalism, and customer advocacy expected across the function.

Job Responsibilities

· Serve as the primary customer advocate and point of contact for assigned accounts on non-commercial service matters, developing a thorough understanding of customer requirements, products, operating processes, service expectations, and KPIs.

· Serve as the Customer Solutions subject-matter expert for Datex, WMS functionality, warehouse transactions, and system-based problem solving, providing hands-on support to the five-person Customer Solutions team.

· Act as a role model and mentor for Customer Solutions team members, helping develop their knowledge of warehouse operations, systems, customer issue resolution, analytical thinking, and effective customer communication.

· Serve as a go-to resource for complex customer-facing investigations involving inventory discrepancies, lot traceability, receiving, shipping, order status, inventory movements and adjustments, product holds, and other warehouse or system-related issues.

· Independently research issues within Datex/WMS and other available systems to reconstruct transaction history, determine product and inventory movement, identify potential process or system breakdowns, and establish fact-based root causes.

· Help team members understand the relationship between physical warehouse activity and WMS transactions, enabling Customer Solutions to identify and resolve issues internally before escalating for additional functional support.

· Build strong customer relationships through proactive, timely, accurate, and professional communication.

· Monitor customer, inventory, and order activity to identify potential service risks, recurring issues, and trends before they become customer escalations.

· Partner cross-functionally with Operations, Shipping & Receiving, FSQA, IT/Systems, Business Development, and other teams to resolve customer issues and ensure appropriate expertise is engaged.

· Lead or support root-cause analysis and corrective-action planning for significant or recurring service failures, ensuring actions, owners, and due dates are established and followed through to closure.

· Translate complex system and operational findings into clear customer-facing explanations and solutions, including what occurred, what was corrected, and actions being taken to prevent recurrence.

· Maintain visibility to open customer issues and commitments, escalate unresolved matters appropriately, and ensure timely communication through final resolution.

· Maintain and interpret customer KPI and service reporting, using data and system analysis to identify trends, risks, and opportunities for continuous improvement.

· Lead or participate in customer meetings, service reviews, and escalation discussions, ensuring appropriate preparation, fact-based analysis, documentation, and follow-through.

· Support new customer and SKU onboarding by helping ensure customer requirements are properly translated into operational processes, WMS setup, inventory requirements, reporting, and customer-facing workflows.

· Support customer claims and inventory investigations by establishing accurate system and operational timelines and coordinating supporting documentation.

· Represent the Voice of the Customer internally and support Business Development in preparation for strategic and Top-to-Top customer engagements.

· Identify opportunities to improve Customer Solutions processes, reporting, system utilization, documentation, training, and standard work.

· Develop and share best practices, troubleshooting approaches, and system knowledge that improve the effectiveness and independence of the entire Customer Solutions team.

Leadership & Mentorship Expectations

While this position does not have direct supervisory responsibility, the Senior Customer Solutions Specialist is expected to demonstrate leadership through expertise, mentorship, influence, and example. The role serves as a trusted resource to Customer Solutions team members and is expected to actively develop the team's WMS, Datex, operational, analytical, and customer problem-solving capabilities.

Qualifications / Skills

· 5–7 years of relevant experience in customer solutions, customer service, supply chain, logistics, warehouse operations, manufacturing, account management, or a related field.

· Advanced working knowledge of warehouse management systems and warehouse transaction flows; Datex expertise strongly preferred.

· Demonstrated ability to use WMS/ERP systems to investigate complex issues involving inventory, lot tracing, receiving, shipping, order fulfillment, inventory adjustments, and warehouse transactions; NetSuite experience preferred.

· Strong understanding of how physical warehouse processes translate into WMS transactions and customer-facing inventory and order information.

· Demonstrated ability to reconstruct transactions and inventory movement through system analysis and use findings to determine root cause and appropriate corrective actions.

· Strong analytical and critical-thinking skills with the ability to move beyond symptoms, identify underlying causes, and develop fact-based solutions.

· Demonstrated ability to coach, mentor, and develop peers, particularly in systems knowledge, operational problem-solving, and customer issue resolution.

· Ability to serve as an informal team leader and SME while maintaining strong collaboration with peers and functional leaders.

· Strong knowledge of receiving, inventory control, lot management/traceability, production or work-order flows, shipping, order fulfillment, and warehouse operations.

· Working knowledge of root-cause analysis and corrective-action processes with demonstrated ability to drive actions through completion.

· Ability to independently facilitate cross-functional problem-solving and influence action without direct authority.

· Strong written, verbal, presentation, and meeting-facilitation skills, including the ability to translate complex operational or system issues into clear customer-facing communication.

· Strong organization and prioritization skills with the ability to manage multiple customer issues and competing priorities in a fast-paced environment.

· Proficiency in Microsoft Office, particularly Excel, with the ability to analyze operational reports, inventory information, transaction data, and customer KPIs.

· Proactive, curious, adaptable, detail-oriented, and comfortable independently investigating issues while recognizing when additional functional expertise is required.

Education & Experience

· Bachelor's degree in business, supply chain, operations, logistics, or a related field preferred; equivalent relevant experience may be considered.

· Previous supply chain, warehouse operations, customer solutions, or related experience required.

· Relevant food manufacturing, refrigerated warehousing, cold-chain, or similar industry experience preferred.

Major Tasks, Responsibilities & Key Accountabilities

· Customer Advocacy: Serve as the primary customer advocate and point of coordination for assigned accounts on non-commercial service matters.

· WMS / Datex Subject-Matter Expertise: Serve as one of the Customer Solutions team's primary SME’s for Datex/WMS transactions, inventory activity, lot traceability, receiving, shipping, and system-based issue investigation.

· Complex Problem Solving: Lead investigation of complex customer issues by connecting system transactions, warehouse activity, operational data, and customer requirements to identify root causes and solutions.

· Team Leadership & Mentorship: Serve as a role model and mentor for the Customer Solutions team, strengthening capabilities in WMS/Datex, warehouse operations, analytical thinking, customer communication, and issue resolution.

· Cross-Functional Leadership: Coordinate Operations, Shipping & Receiving, FSQA, IT/Systems, Business Development, and other resources to drive issues through resolution.

· Continuous Improvement: Identify recurring customer, operational, and system issues and help implement improvements that reduce errors and improve the customer experience.

· Voice of the Customer: Translate customer requirements and service performance into actionable priorities for site operations and the broader organization.

· Customer Growth & Retention: Help translate strong operational execution and customer problem-solving into increased customer confidence, retention, and long-term growth.

Travel Required

· Occasional customer visits and travel to other company facilities as appropriate.

Working Conditions

· This role operates within a manufacturing, warehousing, and production environment that may include wet and cold/refrigerated areas (approximately 35°F). Must be able to withstand cold temperatures for extended periods when required.

· The role may require standing, walking, bending, and repetitive movement; lifting 10–35 lbs. repetitively and up to 45 lbs. occasionally; and, depending on the area, pushing/pulling up to 250 lbs. on rollers occasionally.

· Must be able to physically walk the production and warehouse floor and take a hands-on approach to problem solving.

· Universal Pure facilities may process, pack, and/or store products containing allergenic food ingredients as referenced by the FDA. Team members may have occasional or direct exposure depending on work location and should inform their direct manager of relevant food allergies.

Additional Information

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change, or new ones may be assigned, at any time with or without notice.

Universal Pure Is an Equal Employment Opportunity Employer