Customer Support Representative - escalations (Dallas, TX)

Fernwood Cross Foods Partners is a Dallas food manufacturer supplying grocers and food-service customers, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including production batches, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with production batches. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Dallas. • Applications are reviewed on a rolling basis.