Representative - Customer Service

As a Customer Service Representative at Acme Smoked Fish, you will be responsible for handling complex customer inquiries and issues. This position requires strong problem-solving skills, the ability to manage escalations, and a thorough understanding of the company’s products, customers, and services. As part of the customer service team, this role is expected to maintain a positive working relationship with all customers and internal team members while promoting Acme’s Core Values.


What You Will Do At Acme:
• Accurately take and enter customer orders while confirming logistics and ensuring a smooth order process.
• Develop a strong understanding of customer accounts and maintain regular communication via phone and email to support order frequency.
• Recommend product bundles and suggest relevant items to both new and existing customers to help increase average order value.
• Maintain in-depth knowledge of Acme’s product lines, industry terminology, and internal operations.
• Collaborate closely with outside sales representatives to support customer relationships and sales growth.
• Provide assistance with Fish Friday online sales initiatives as needed.
• Build rapport and establish credibility with new customers, including both traditional and emerging account types.
• Use CRM software to manage customer data, maintain accurate account details, and track interactions.
• Support sales and customer service goals by contributing to team objectives and initiatives.
• Deliver clear and timely customer updates to the department manager.
• Coordinate with the finance team to ensure accurate and timely billing.
• Partner with the Order Fulfillment and Fleet teams to quickly resolve any customer order issues.
• Perform other duties as assigned to support department and company goals.

Your Education & Experience:
• High School Diploma or equivalent required
• 2+ years of experience in customer service role.
• Experience in food manufacturing, seafood or specialty food industry a plus.
• Proven experience in customer orientation, and ability to adapt/respond to different types of personalities.
• Bi-lingual (Spanish-speaking) a plus.
• Demonstrated ability to manage escalations and resolve customer inquiries in a timely manner.

Your Skills & Abilities:
• Excellent verbal and written communication skills.
• Proven sales and customer service abilities.
• Strong interpersonal skills and a collaborative mindset; able to work effectively across departments in a fast-paced, evolving environment.
• Advanced problem-solving skills with a keen attention to detail.
• Skilled in phone-based customer interactions, including active listening and effective issue resolution.
• Proficient in computer applications, including Microsoft Office and CRM software.
• Experience with EDI file processing.
• Familiarity with ERP systems, particularly Infor M3.
• Positive attitude and a strong commitment to customer satisfaction.
• Willingness to work flexible hours, including evenings, weekends, and holidays as needed.
• Completion of all assigned and required training programs, including standards of work.

Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer or Prolonged periods of standing.
• Work environment – office and occasional production floor.
• The ability to work in cold (32 to 45F) and wet environment.
• Exposure to uneven ground and floor angels.
• Stretching, bending, pulling, etc
• No travel is required for this role.


Health & Safety Requirements:
• Observe and follow all safety rules.
• Wear required PPE.
• Follow mandated OSHA regulations.
• Report all incidents including near misses immediately.

Compensation Range: $25.00 - $28.00/hour


What's In It For You:
• Competitive compensation.
• Opportunity to choose the medical plan that works best for your family.
• Flexible spending accounts (Medical + Dependent Care).
• Health Savings Account option with quarterly employer contributions.
• 401(k).
• Dental Insurance.
• Vision Insurance.
• Company Sponsored Group Term Life.
• Voluntary Life Insurance options for you and your dependents.
• Paid time off including company and floating holidays.
• Tuition Reimbursement.
• Paid Parental Leave.
• CASH employee referral program.

Our Acme Legacy & Culture:
Acme Smoked Fish is a seafood processor, purveyor, distributor and more, built on a foundation of quality, innovation, long lasting relationships, passion, and positive stewardship to our seafood communities. As the largest s