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 40 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 sells its quality foods across the foodservice, retail, and industrial channels as well as internationally. Foodservice is the heart of the business, with the Roland® brand being one of the esteemed back-of-house brands in the industry. Roland Foods’ is the original purveyor of the world’s finest flavors and its assortment is unrivalled, with products spanning global cuisine segments: from French Dijon mustard, to Israeli couscous, to Thai fish sauce, to Mexican salsa macha, Roland Foods procures ingredients from the places that make them best. And for this the Roland® brand is synonymous with quality, authenticity and creativity for the consumer and chef alike.

ABOUT THE ROLE

Looking to join a dynamic company in the fun and fast-paced food business? As an International Customer Operations Specialist, you will work closely with our key customers to manage orders, solve problems, and develop new businesses. In this associate-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.
Strong performers will be provided advancement opportunities to roles in other Roland functions according to interest and ability. Essentially, if you’re an enthusiastic and intellectually curious individual who seeks and enjoys both customer and operational challenges, we want to talk to you!
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.

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, and delivery changes/charges.
• Effectively manage customer filling 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 to the Team Lead & Business Development Manager.
• Identify new sales opportunities with the Team Lead & Business Development Manager.
• Work closely with International Sales to ensure maximum support for both sales and account management functions.
• Interact with other departments such as Penske, 3PL Warehouses, Supply Chain, Finance, and Creative.
• 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.
• 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 each 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 Sales team on weekly reports such as Open Order reports, Value Added Service reports, and any other ad hoc reporting requests.
• Work on all export documentation (i.e. invoices, packing lists, COO, health/free sale certificate, and many others).
• 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.
• Work closely with the United States Department of Agriculture, Fish & Wildlife Service, and the National Oceanic and Atmospheric Administration.