Team Lead | International Customer Operations

ABOUT THE ROLE

Are you looking to join a dynamic company in the fun and fast-paced food business? As Team Lead of the International Customer Operations team, you will work closely with our key customers to manage orders, solve problems, and develop new business. You will be responsible for managing end-to-end order fulfillment processes, ensuring timely and accurate shipments, and maintaining strong relationships with clients, logistics partners, and internal stakeholders across our International Sales channel. Your leadership will be key in driving efficiency, resolving cross-border operational challenges, and continuously improving customer satisfaction. You will partner with our International Sales, Category Management, Marketing, and Logistics functions and learn more about Roland Foods as well as the broader world of imported specialty food.

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.

• Process all orders. Communicate and follow up on all aspects of order entry, including item availability, pricing, shipping timelines, status of documentation & testing, special requirements, labeling, duty draw back, and delivery changes/charges
• Effectively manage customer fill rates, lot codes, and expiration dates. Provide detailed information regarding the availability of items that customers order regularly, and offer suitable substitute items as necessary
• Proactively & promptly identify and resolve issues (customer, logistical, financial, etc.) and communicate with the International Sales team
• Identify new sales opportunities with the Roland Foods’ International Sales team and provide new item information and pricing
• Work closely with International Sales to ensure maximum support for both sales and account management functions
• Interface with other internal and external departments such as Penske, Category Management, Supply and Demand Planning, Finance, and Creative to achieve objectives
• Utilize Salesforce, SharePoint, and other IT tools to ensure international customer requirements are accurate and up to date
• Promptly respond to ad-hoc requests for product information and documentation
• Work closely with external customs and import agencies to process country-specific product registration documents
• Address internal and external customer technical questions such as product ingredients, attributes, and formulation
• Work with the International Sales team to evaluate items for sale in a given market
• Participate in strategic initiatives such as extra value service tracking and metric reporting, country-specific pricing strategy, and outstanding AR cleanup
• Collaborate with the International Customer Operations Specialists on weekly reports such as open order reports, extra value service reports, and any other ad hoc reporting requests
• Coordinate with the International Customer Operations Specialists to process and complete customer documentation requests such as township certificates and product stickering
• Attend weekly meetings with Penske and the International Sales Team to provide updates on customers, current issues & solutions, and upcoming tasks
• Promptly respond and complete all ad hoc requests, including but not limited to reports, customer updates, Salesforce tasks, and document requests
• Directly manage a team of 2-4 Customer Operations Specialists. Hire, manage, motivate, coach, and formally evaluate the performance of all direct reports
• Proactive in developing and optimizing export processes. Finding alternative solutions when shipping is restricted to a single port, to avoid disruptions and maintain sales

QUALIFICATIONS AND SKILLS

Required

• Bilingual in Spanish is required, Mandarin is a plus
• Strong data analysis experience
• Prior Export & Import logistics experience
• Prior experience processing customs documentation required (i.e., free sale certificates, COA, container booking)
• Ability to gain Salesforce.com and Microsoft Dynamics AX proficiency rapidly with adequate training.
• A true desire to solve problems and support customers

Preferred

• Prior experience managing at least 1 direct report, including facilitating performance reviews, mentoring, and coaching.
• Experience with other CRM platforms and SharePoint – helpful but not required.
• Flexible schedule to accommodate international accounts.
• Excellent relationship-building skills
• Bachelor's Degree

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 ­­­­$80,000 - $95,000.

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