International Customer Operations Specialist

ABOUT THE ROLE

Looking to join a dynamic company in the fun and fast-paced food business? As an International Customer Operations Specialist, you will work closely with our key customers to manage orders, solve problems, and develop new businesses. In this associate-level role, you will partner with our Sales, Purchasing, Marketing, and Logistics functions and learn more about Roland as well as the broader world of imported specialty food.

Strong performers will be provided advancement opportunities to roles in other Roland functions according to interest and ability. Essentially, if you’re an enthusiastic and intellectually curious individual who seeks and enjoys both customer and operational challenges, we want to talk to you!

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 

• 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.
• Effectively manage customer filling rates, lot codes, and expiration dates. Provide detailed information regarding the availability of items that customers order regularly and offer suitable substitute items as necessary.
• Proactively & promptly identify and resolve issues (customer, logistical, financial, etc.) and communicate to the Team Lead & Business Development Manager.
• Identify new sales opportunities with the Team Lead & Business Development Manager.
• Work closely with International Sales to ensure maximum support for both sales and account management functions.
• Interact with other departments such as Penske, 3PL Warehouses, Supply Chain, Finance, and Creative.
• Utilize CRM platform, SharePoint, and other IT tools to ensure international customer requirements are accurate and up to date.
• Promptly respond to ad-hoc requests for product information and documentation.
• Work closely with external customs and import agencies.
• Address internal and external customer technical questions such as product ingredients, attributes, and formulation.
• Work with the international sales team to evaluate items for sale in each market.
• Participate in strategic initiatives such as extra value service tracking and metric reporting, country-specific pricing strategy, and outstanding AR cleanup.
• Collaborate with the International Sales team on weekly reports such as Open Order reports, Value Added Service reports, and any other ad hoc reporting requests.
• Work on all export documentation (i.e. invoices, packing lists, COO, health/free sale certificate, and many others).
• Attend weekly meetings with Penske and the International Sales Team to provide updates on customers, current issues & solutions, and upcoming tasks.
• Promptly respond and complete all ad hoc requests including but not limited to reports, customer updates, Salesforce tasks, and document requests.
• Work closely with the United States Department of Agriculture, Fish & Wildlife Service, and the National Oceanic and Atmospheric Administration.

QUALIFICATIONS AND SKILLS

Required

• Bi-lingual in Spanish is required, Mandarin is a plus.
• Prior Export & Import logistics experience required.
• Prior experience processing customs documentation required (i.e. free sale certificates, VGM, COA, SLI, and container bookings).

Preferred

• Bachelor's Degree.
• Strong data analysis experience and ability to use Excel.
• Ability to gain Salesforce.com and Microsoft D365 proficiency rapidly.
• Experience with other CRM platforms and SharePoint.
• A true desire to solve problems and support customers.
• 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 $65,000 - $75,000.

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