CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Customer Service Representative Location : Niles, IL (On-site)

About Lifeway Foods Lifeway Foods, Inc. (Nasdaq : LWAY) is a leading U.S. supplier of kefir and probiotic cultured dairy that support gut health and overall wellness. For nearly 40 years, we’ve pioneered better-for-you products, bringing innovative, delicious, and nourishing foods to shelves nationwide.

Position Summary We are seeking a proactive and customer-focused Customer Service Representative to join our team. The ideal candidate will have prior experience in CPG (consumer packaged goods), with a strong understanding of retail distribution, consumer inquiries, and B2C support. This role requires excellent communication skills, professionalism, and the ability to handle customer interactions via phone and email with speed, accuracy, and empathy.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries by phone and email, ensuring timely, accurate, and professional responses.
• Address product questions, resolve issues, and handle complaints with a solutions-oriented mindset.
• Provide support to retail partners, distributors, and brokers regarding orders, deliveries, and product availability.
• Maintain accurate records of customer interactions in CRM or related systems.
• Escalate complex issues to management or cross-functional teams when necessary.
• Collaborate with Sales, Marketing, and Operations to deliver seamless customer experiences.
• Share customer feedback with internal teams to help improve products, processes, and communications.

Qualifications