ABOUT ROLAND FOODS 

Roland Foods, LLC, based in New York City, is an importer and distributor of high-quality specialty food products from more than 60 countries. Founded in Paris in 1934 and established in the U.S. in 1939, the Company provides customers with exceptional specialty foods, primarily offered under the Roland brand. The company has a national presence in the foodservice, retail, and industrial channels as well as international sales in the Caribbean, Central and South America, Asia, Africa, and the Middle East. Roland Foods’ dedication to providing quality and consistency has made it a leader among food importers and suppliers. The Roland brand is synonymous with quality and authenticity for the consumer and chef alike.


ROLE DESCRIPTION 

Looking to join a dynamic company in the fun and fast-paced food business? As team lead for the International Customer Experience team, you will work closely with our key customers to manage orders, solve problems, and develop new business. In this manager level role, you will partner with our Sales, Purchasing, Marketing and Logistics functions and learn more about Roland as well as the broader world of imported specialty food. You will have the opportunity to directly manage a team of Customer Experience Specialists and drive the strategy for the International department. 

Strong performers will be provided advancement opportunities to roles in other Roland functions according to interest and ability. Essentially, if you are an enthusiastic and intellectually curious individual that seeks and enjoys both customer and operational challenges, we want to talk to you!


JOB RESPONSIBILITIES 

  • 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 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 to Roland International Territory Manager. 
  • Identify new sales opportunities with Roland International Territory Manager 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 departments such as Penske, Supply Chain, Finance and Creative to achieve objectives.
  • Utilize CRM platform, 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 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 other International Customer Experience Specialists on weekly reports such as open order reports, extra value service reports and any other ad hoc reporting requests.  
  • Coordinate with other International Customer Experience Specialists to processes 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 experience specialists.  Hire, manage, motivate, coach and formally evaluate the performance for all direct reports. 


QUALIFICATIONS AND SKILLS:

  • Bachelor's Degree required 
  • Bi-Lingual in Spanish is required. Mandarin is a plus.
  • Strong data analysis experience required 
  • Prior Export & Import logistics experience required
  • 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.
  • Experience with other CRM platforms and SharePoint – helpful but not required.
  • Flexible schedule to accommodate International accounts.
  • Prior experience managing at least 1 direct report, including facilitating performance reviews, mentoring and coaching is required.
  • A true desire to solve problems and support customers.
  • Excellent relationship building skills.


Founded by immigrants, 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 at our table! We know the transformative value of food in individual lives and communities. Because of this, we insist on obtaining the highest-quality ingredients and talent!

Roland Foods is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Roland Foods considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Roland Foods is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at peopleandculture@rolandfoods.com.

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