Customer Experience Specialist | CAM

ABOUT ALBERT USTER IMPORTS

Albert Uster Imports, Inc. (“AUI”) is a privately held gourmet food company headquartered in the Washington, DC area (Gaithersburg, MD) with warehouse locations in Kansas City, Las Vegas, Miami, Los Angeles, San Francisco, Gurnee and Gaithersburg. AUI falls under the Vestar Capital Partners portfolio with affiliate organization, Roland Foods, LLC.

Founded in 1968, the company offers over 1,400 products from around the world. We serve leading hotels, restaurants, casinos, cruise lines, airlines, and manufacturers with innovative, high quality products and solutions to their most demanding culinary challenges. We operate a network of distribution centers across the U.S. and serve select international markets as well. AUI has a national direct selling organization of over 60 sales professionals and a staff of culinary experts (chefs and food scientists) adept at custom product solutions.

 

ABOUT THE ROLE

The Customer Experience Specialist | CAM provides administrative, operational, and analytical support to the National Account channels of Corporate Accounts.

This role reports to the Senior Manager, Customer Engagement and partners closely with the Corporate Account Managers (“CAM”) who own the customer relationships within the National Accounts channels.  The duties of the Customer Experience Specialist | CAM include responding to phone and email requests from their CAM(s) and corresponding customer base to enter orders, answer questions, schedule or update timely delivery, and triage problems with creative solutions to ensure inspired service to customers. 

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 National Account channels 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 communication support between Corporate Account 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 CAM to resolve any order discrepancies or delays
• Partner with assigned CAM(s) on customer focused initiatives to improve our service commitment, including business reviews, process improvements, etc.
• Additional ad-hoc responsibilities as requested

 

QUALIFICATIONS AND SKILLS

Required

• 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