Customer Experience Associate
AUI Fine FoodsAbout the role
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
AUI Fine Foods is seeking a customer focused, analytical individual to join the Customer Service Team, as a Customer Experience Associate. 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 AUI functions according to interest and ability.
As a response to the pandemic, AUI Fine Foods 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 Headquarters in Gaithersburg, MD are required to work in-person for the abovementioned days, outside of any People & Culture-approved disability accommodation request.
RESPONSIBILITIES
- Serve as a primary point of contact for customers by managing correspondence via phone, email and chat
- 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
- Effectively manage customer fill rates. 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 AUI Territory Managers to promptly resolve
- Work closely with Sales to ensure maximum support for both sales and account management functions
- Assist AUI Territory Managers with customer focused initiatives such as Business Reviews and Lost Placements
- Interface with other departments such as Supply Chain, Finance and Marketing 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 proficiency rapidly with adequate training
- Excellent relationship-building skills
Preferred
- Experience with other CRM platforms and SharePoint
- A true desire to solve problems and support customers
SALARY RANGE
AUI 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 $25.00 per hour.
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.
Founded by immigrants, AUI & 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 a
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