Customer Experience Specialist

ABOUT ROLAND FOODS
Roland Foods, LLC, based in New York City, is an importer and distributor of high-quality specialty food products from more than 60 countries. Founded in Paris in 1934 and established in the U.S. in 1939, the Company provides customers with exceptional specialty foods, primarily offered under the Roland brand. The company has a national presence in the foodservice, retail, and industrial channels as well as international sales in the Caribbean, Central and South America, Asia, Africa, and the Middle East. Roland Foods' dedication to providing quality and consistency has made it a leader among food importers and suppliers. The Roland brand is synonymous with quality and authenticity for the consumer and chef alike.

ABOUT THE ROLE
Roland Foods is seeking a customer focused, analytical individual to join the Sales Operations Team, as a Customer Experience Specialist. If you are an enthusiastic and intellectually curious individual that 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.
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.
• 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 Microsoft Dynamics AX proficiency rapidly with adequate training.

Preferred

• Bachelor's degree
• 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 $55,000 - $65,000.
Based on your qualifications, previous experience, and transferrable skills, the Company will determine at its sole discretion, the salary offered.

Founded by immigrants, Roland Foods knows that diversity is the spice of life. We believe in the power of food to open minds, spark adventure, and bring diverse people together. All are welcome at our table! We know the transformative value of food in individual lives and communities. Because of this, we insist on obtaining the highest-quality ingredients and talent!
Roland Foods is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Roland Foods considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Roland Foods is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at peopleandculture@rolandfoods.com.
Please read Roland Foods, LLC's California Job Applicant Privacy Policy here.

Pay: $55,000.00 - $65,000.00 per year