Customer Operations Specialist

ABOUT THE ROLE

Roland Foods is seeking a customer-focused, analytical individual to join the Customer Operations Team as a Customer Operations Specialist. If you are an enthusiastic and intellectually curious individual who seeks and enjoys both customer and operational challenges, we want to talk to you! Strong performers will be provided advancement opportunities to roles in other Roland functions according to interest and ability.

Location: Roland Foods' New York or New Jersey office.

As a response to the pandemic, Roland Foods office employees have transitioned to a hybrid working schedule, requiring employees to report in-person Tuesday through Thursday, with the option to telework on Monday and Friday each week. Due to the collaborative, cross-functional nature of the organization, employees at the NY and NJ offices are required to work in-person for the abovementioned days, outside of any People & Culture-approved disability accommodation request.

RESPONSIBILITIES

• Serve as the primary point of contact for customers by managing correspondence via phone, email and chat
• Process all orders. Communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, status of documentation & testing, special requirements, labeling, and delivery changes/charges
• Research any shipping issues including damages, shorts and overages. Work with the Inventory Control team to resolve discrepancies
• Effectively manage customer fill rates, lot codes and expiration dates. Provide detailed information regarding availability of items that customers order regularly and offer suitable substitute items as necessary
• Proactively identify customer issues and communicate to Roland Territory Managers to promptly resolve
• Identify new sales opportunities and partner with Roland Territory Managers to meet company KPI’s and sales goals and provide new item information and pricing
• Work closely with Sales to ensure maximum support for both sales and account management functions
• Assist Roland Territory Managers with customer focused initiatives such as Business Reviews, Lost Placements and Programs
• Interface with other departments such as Supply Chain, Finance and Creative to achieve objectives
• Utilize CRM platform, SharePoint, and other IT tools to ensure customer requirements are accurate and up to date
• Promptly respond to ad-hoc requests for product information and documentation
• Address technical questions such as research product ingredients, attributes and/or formulation to provide and facilitate registrations, sales, or evaluation of products for a given market

QUALIFICATIONS AND SKILLS

Required

• 3-7 years of work experience
• Ability to gain Salesforce and Microsoft Dynamics 365 proficiency rapidly with adequate training
• A true desire to solve problems and support customers

Preferred

• Bachelor’s degree
• Experience with other CRM platforms and SharePoint – helpful but not required
• Excellent relationship-building skills

SALARY RANGE

Roland Foods hires exceptional people to perform a wide variety of important functions that contribute to the success of the Company. One of the ways Roland Foods does that is through a competitive compensation package. The base salary for this role will be $60,000 - $65,000.

Based on your qualifications, previous experience, and transferrable skills, the Company will determine at its sole discretion, the salary offered.