Customer Experience Specialist | GASTRO

ABOUT THE ROLE

The Customer Experience Specialist | GASTRO provides additional administrative, operational, and analytical support to the CE Gastro Team as well as general support for inbound customers.

This role reports to the Customer Experience Manager and partners closely with them to provide operational and administrative support to the CE Associate team as directed by the CE Manager.   

The CE Gastro Specialist will be assigned specific tasks related to specialized operational needs within the CE Gastro team. These tasks may include but are not limited to management of special orders, handling resolution of highly escalated customer issues, and management of supervisor overrides for emergency shipping situations etc.

The ideal candidate must be able to multi-task and prioritize multiple projects across varying segments in a busy environment accurately, efficiently, and with a high level of attention to detail. They must be able to balance and satisfy competing deadlines while maintaining professionalism under pressure and in sensitive and difficult situations.

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

RESPONSIBILITIES

• Provide operational support to the Gastro Territory Manager team by timely and accurately entering and updating customer orders, quotes, and sales activities in the CRM platform


• Process orders. Communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, special requirements, labeling, and delivery changes/charges


• Ensure data integrity within the CRM platform by routinely reviewing and updating customer profiles


• Provide support for communication between Territory Managers and their respective customer base, including inquiries related to orders, deliveries, logistics, sampling, pricing, and products


• Proactively identify customer issues and communicate with internal teams (Distribution, Purchasing, Quality, Finance, etc.) and the assigned Territory Manager to resolve any order discrepancies or delays


• Manage the SOS order entry and fulfillment process, including maintaining the Monday.com board to ensure cycle accuracy; collaborating cross-functionally to ensure all inputs and outputs are completed and transitioned accurately and on time; coordinating with appropriate teams to address out-of-stock or unavailable items; and ensuring the receiving process is completed in a timely manner.


• Act as point of escalation, review, and decision making for Associates, including but not limited to override requests for overnight shipping, price adjustments, and high-cost orders (over $2,000.00), ensuring accuracy and timely processing


• Independently manage and resolve escalated customer issues to successful resolution


• Provide real-time coaching and mentorship to Associates on call handling and customer interactions, taking the lead on training for current and new team members


• Additional ad-hoc responsibilities as requested

QUALIFICATIONS AND SKILLS

• 3-5 years’ experience in customer service, customer operations, purchasing/logistics associate or relevant roles that required comfort in both over the phone and email communication


• Ability to gain Microsoft Dynamics proficiency rapidly with adequate training


• Excellent written and oral communication skills


• Excellent relationship-building skills


• Experience working cross-functionally to solve problems

Preferred

• Associate’s degree plus relevant experience in a sales organization


• Fluency in the Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)


• Experience with other CRM platforms and SharePoint


• A true desire to solve problems and support customers


• Familiarity with hospitality and/or foodservice industry a plus

SALARY RANGE

AUI Fine Foods hires exceptional people to perform a wide variety of important functions that contribute to the success of the Company. One of the ways AUI Fine Foods does that is through a competitive compensation package. The base hourly rate for this role will be $28.00 – $33.00.

This role is bonus eligible.

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