Customer Service Representative II
The Chefs' Warehouse, Dallas, TX, United States
About Hardies
Hardie’s Fresh Foods has been delivering the freshest produce and finest specialty ingredients to Texas kitchens for over 80 years. Family-owned and Texas-proud, Hardie’s started with a single truck and a passion for quality. Today, we’re a trusted partner to chefs, restaurants, and foodservice professionals across the Lone Star State—supplying everything from peak‑season fruits and vegetables to artisan cheeses, premium olive oils, chocolates, and center‑of‑the‑plate proteins like meats and seafood. With deep relationships across local farms and global producers, we stay ahead of culinary trends while staying true to what matters: dependable service, outstanding quality, and helping chefs create memorable menus. Rooted in tradition, driven by innovation—Hardie’s is here to fuel kitchens with the ingredients that make food shine.
Primary Job Function Customer Service Representatives II (CSR II) serve as
senior‑level contributors
within the Customer Service team. In addition to managing complex customer interactions and advanced order processing, CSR IIs provide escalation support, mentor CSR I team members, and act as a key liaison between Customer Service, Sales, and Operations.
This role is critical to maintaining service excellence, improving processes, supporting team development, and ensuring high‑priority customer needs are handled accurately and efficiently.
Key Responsibilities Advanced Customer Interaction & Order Management
Handle complex customer inquiries, escalations, and high‑priority accounts with professionalism and confidence.
Manage advanced order scenarios, including modifications, shortages, credits, RMAs, refunds, and delivery issues.
Ensure accuracy standards are consistently met or exceeded, particularly for high‑risk or time‑sensitive orders.
Serve as a point of escalation for CSR I team members when issues require additional analysis or decision‑making.
Sales & Cross‑Functional Partnership
Work closely with Sales Representatives to support customer needs, special‑order requests, and time‑sensitive resolutions.
Proactively communicate order status, shortages, and service impacts to Sales and internal stakeholders.
Support one‑on‑one Sales partnerships by providing knowledgeable, reliable customer service coverage.
Mentorship & Team Support
Mentor and support CSR I team members through coaching, knowledge sharing, and best‑practice reinforcement.
Assist with onboarding of new CSRs, including platform navigation, order accuracy standards, and escalation protocols.
Provide informal guidance and support during peak periods to help stabilize queue flow and service levels.
Process Improvement & Operational Support
Identify recurring issues, inefficiencies, or training gaps and elevate opportunities for improvement to leadership.
Assist with testing, reinforcing, and adopting updated processes, SOPs, and system changes.
Support operational initiatives that improve customer experience, order accuracy, and internal efficiency.
Qualifications & Skills Required
Minimum of
3–5 years
of customer service experience or related experience.
Demonstrated success in a high‑volume, fast‑paced customer service environment.
Strong written and verbal communication skills with the ability to handle escalations professionally.
Advanced proficiency in CRM systems, Microsoft 365, and customer service platforms.
Strong analytical and problem‑solving skills with the ability to make sound decisions independently.
Proven attention to detail, dependability, and ability to manage competing priorities.
Ability to maintain composure and professionalism in high‑pressure situations.
Preferred
Food service and/or retail produce industry experience.
Experience supporting Sales teams or managing assigned Sales partnerships.
Bilingual (English/Spanish) communication skills.
Prior experience mentoring, training, or acting as a lead resource within a team.
The above job description is not an all‑inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.
Perks & Benefits
Paid Vacations, Paid Holidays
Health, Dental and Medical Benefits
Weekly pay
Life Insurance
5% above cost for our high‑quality food products
Employee discounts for travel and events
401k
Employee Stock Purchase Plan
The Chefs' Warehouse is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, pregnancy, gender identity or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. We are dedicated to building an inclusive and diverse workforce.
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Primary Job Function Customer Service Representatives II (CSR II) serve as
senior‑level contributors
within the Customer Service team. In addition to managing complex customer interactions and advanced order processing, CSR IIs provide escalation support, mentor CSR I team members, and act as a key liaison between Customer Service, Sales, and Operations.
This role is critical to maintaining service excellence, improving processes, supporting team development, and ensuring high‑priority customer needs are handled accurately and efficiently.
Key Responsibilities Advanced Customer Interaction & Order Management
Handle complex customer inquiries, escalations, and high‑priority accounts with professionalism and confidence.
Manage advanced order scenarios, including modifications, shortages, credits, RMAs, refunds, and delivery issues.
Ensure accuracy standards are consistently met or exceeded, particularly for high‑risk or time‑sensitive orders.
Serve as a point of escalation for CSR I team members when issues require additional analysis or decision‑making.
Sales & Cross‑Functional Partnership
Work closely with Sales Representatives to support customer needs, special‑order requests, and time‑sensitive resolutions.
Proactively communicate order status, shortages, and service impacts to Sales and internal stakeholders.
Support one‑on‑one Sales partnerships by providing knowledgeable, reliable customer service coverage.
Mentorship & Team Support
Mentor and support CSR I team members through coaching, knowledge sharing, and best‑practice reinforcement.
Assist with onboarding of new CSRs, including platform navigation, order accuracy standards, and escalation protocols.
Provide informal guidance and support during peak periods to help stabilize queue flow and service levels.
Process Improvement & Operational Support
Identify recurring issues, inefficiencies, or training gaps and elevate opportunities for improvement to leadership.
Assist with testing, reinforcing, and adopting updated processes, SOPs, and system changes.
Support operational initiatives that improve customer experience, order accuracy, and internal efficiency.
Qualifications & Skills Required
Minimum of
3–5 years
of customer service experience or related experience.
Demonstrated success in a high‑volume, fast‑paced customer service environment.
Strong written and verbal communication skills with the ability to handle escalations professionally.
Advanced proficiency in CRM systems, Microsoft 365, and customer service platforms.
Strong analytical and problem‑solving skills with the ability to make sound decisions independently.
Proven attention to detail, dependability, and ability to manage competing priorities.
Ability to maintain composure and professionalism in high‑pressure situations.
Preferred
Food service and/or retail produce industry experience.
Experience supporting Sales teams or managing assigned Sales partnerships.
Bilingual (English/Spanish) communication skills.
Prior experience mentoring, training, or acting as a lead resource within a team.
The above job description is not an all‑inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.
Perks & Benefits
Paid Vacations, Paid Holidays
Health, Dental and Medical Benefits
Weekly pay
Life Insurance
5% above cost for our high‑quality food products
Employee discounts for travel and events
401k
Employee Stock Purchase Plan
The Chefs' Warehouse is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, pregnancy, gender identity or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. We are dedicated to building an inclusive and diverse workforce.
#J-18808-Ljbffr