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:
- Responsible for taking and entering orders, confirming order logistics, and other aspects of customer service-related assistance.
- Develop a working knowledge of customers’ accounts and maintain order frequency through phone and/or email.
- Suggest product bundles and recommend products to new and current customers to increase average sales totals.
- Be knowledgeable of Acme's product lines, industry terminology, and company operations.
- Provide support and work in correlation with outside sales representatives.
- Provide assistance as needed with Fish Friday’s online sales when necessary.
- Build rapport and credibility among new customers, including traditional and non-traditional accounts.
- Utilize CRM software with existing and future customers; maintain pertinent account details.
- Make contributions that accomplish necessary results in sale and customer service functions.
- Provide concise customer updates to department manager.
- Works with finance team to ensure accurate customer billing.
- Works with Order Fulfillment and Fleet departments to troubleshoot any customer order issues.
- Other duties as assigned.
About You
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:
- Strong verbal and written communication skills.
- Strong sales and customer service skills.
- Excellent interpersonal skills and team player capabilities across multiple departments within Acme's evolving, fast-paced environment.
- Advanced problem-solving abilities and attention to detail.
- Strong phone contact handling skills and active listening skills.
- Proficient in computer applications (e.g., Microsoft Office, CRM software)
- Experience handling EDI files.
- Knowledge of ERP system (InforM3).
- Positive attitude and a strong desire to help customers.
- Ability to work flexible hours, including evenings, weekends, and holidays if needed.
- Completion of training programs as assigned and/or required including standard 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: $23.00 - $32.00/hour
*This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs.
What's In It For You:
- Competitive compensation including annual discretionary bonus.
- 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 specialty smoked seafood company in the United States, we stand committed to providing the very best smoked seafood delicacies to our customers, near and far, and take great pride in being at the forefront of the seafood sustainability movement. Our authenticity has transcended from generation to generation and we pursue excellence in everything we produce and everyone we employ. We stand committed to our Values and our culture, providing us the opportunity to serve our friends and neighbors.
Acme manufactures and distributes its products in the U.S. under four core brands (Acme, Blue Hill Bay, Ruby Bay, and Spence) and private labels through leading retail and food service institutions. The company operates manufacturing sites in New York, North Carolina, Florida, Massachusetts, South America and Europe.
Ethics Statement:
Acme Smoked Fish Corporation is committed to creating a diverse and inclusive workplace that fosters respect, collaboration, and innovation. We value the contributions of every employee and expect them to uphold the highest standards of ethical conduct and professional integrity. We are an equal opportunity employer. We do not tolerate or practice any form of discrimination, harassment, or misconduct based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other protected characteristic. We comply with all applicable laws and regulations regarding labor rights, human rights, environmental protection, and data privacy.
