Customer Operations 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 40 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 sells its quality foods across the foodservice, retail, and industrial channels as well as internationally. Foodservice is the heart of the business, with the Roland® brand being one of the esteemed back-of-house brands in the industry. Roland Foods’ is the original purveyor of the world’s finest flavors and its assortment is unrivalled, with products spanning global cuisine segments: from French Dijon mustard, to Israeli couscous, to Thai fish sauce, to Mexican salsa macha, Roland Foods procures ingredients from the places that make them best. And for this the Roland® brand is synonymous with quality, authenticity and creativity for the consumer and chef alike.
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 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
Process customer orders end-to-end, including order entry, item availability, pricing, shipping timelines, documentation and testing status, special requirements, labeling, and delivery changes or charges
Serve as the primary point of contact for customers, managing correspondence via phone, email, and chat
Manage customer fill rates, lot codes, and expiration dates; provide detailed availability updates for regularly ordered items and recommend suitable substitutions when needed
Proactively identify customer issues and collaborate cross-functionally to drive timely resolution
Identify new sales opportunities and partner with the Sales team to support company KPIs and sales goals, including sharing new product information and pricing
Work closely with Sales to support account management and customer retention efforts
Support customer-focused Sales initiatives such as Business Reviews, Lost Placements, and Programs
Interface with internal teams including Supply Chain, Finance, Creative, and other departments as needed
Maintain accurate and up-to-date customer information using CRM platforms, SharePoint, and other internal systems
Respond promptly to ad hoc requests for product information and documentation
Research and address product-related technical questions (e.g., ingredients, attributes, or formulations) to support product registrations, evaluations, and sales activities across markets
QUALIFICATIONS AND SKILLS
Required
3–7 years of relevant professional experience in customer operations, customer service, or a related role
Ability to quickly learn and become proficient in Salesforce.com and Microsoft Dynamics 365 with training
Strong problem-solving mindset and a genuine commitment to customer support
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 $62,000 -$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@rolandfood.com.
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