Customer Service Representative II

About Down East Seafood

For over 30 years, Down East Seafood has been a go-to source for the freshest, highest-quality seafood among New York’s most celebrated chefs. What began as a single van sourcing clams from Maine has grown into a full-line seafood operation, delivering sustainably sourced selections six days a week across the Tri-State area. Based in a 17,000-square-foot facility in the heart of Hunt’s Point, the Bronx, Down East combines local expertise with coastal reach—providing premium seafood to restaurants in NYC, Westchester, Long Island, Southern Connecticut, and Northern New Jersey. With a commitment to freshness, traceability, and chef-focused service, Down East continues to bring the ocean’s bounty straight to the back of house.

Schedule: Monday to Friday 9:00 AM to 5:00 PM

Primary Job Function

Customer Service Representatives II (CSR II) serve as senior-level contributors within the Customer Service team. In addition to managing complex customer interactions and advanced order processing, CSR IIs provide escalation support, mentor CSR I team members, and act as a key liaison between Customer Service, Sales, and Operations. This role is designed for experienced CS professionals who demonstrate deep business knowledge, advanced problem solving skills, and the ability to influence service outcomes across Customer Service, Sales, and Operations. In addition, this role is critical to maintaining service excellence, improving processes, supporting team development, and ensuring high-priority customer needs are handled accurately and efficiently.

Key Responsibilities

Advanced Customer Interaction & Order Management

• Handle complex customer inquiries, escalations, and high-priority accounts with professionalism and confidence.
• Manage advanced order scenarios, including modifications, shortages, credits, RMAs, refunds, and delivery issues.
• Ensure accuracy standards are consistently met or exceeded, particularly for high-risk or time-sensitive orders.
• Serve as a point of escalation for CSR I team members when issues require additional analysis or decision-making.
  
  

Task Assignment & Operational Follow-Through

• Assign incoming customer service tasks, requests, and follow-ups to CSR I team members using established workflows and tools.
• Monitor assigned tasks to ensure timely and accurate completion.
• Follow up on incomplete, delayed, or escalated tasks to ensure resolution.
• Reassign tasks as needed to balance workload and maintain service levels, particularly during peak periods.
• Escalate unresolved or high-risk items to leadership when appropriate.
  
  

This responsibility is focused on task coordination and accountability, not formal people management.

Sales & Cross-Functional Partnership

• Work closely with Sales Representatives to support customer needs, special order requests, and time-sensitive resolutions.
• Proactively communicates order status, shortages, and service impacts to Sales and internal stakeholders.
• Support one-on-one Sales partnerships by providing knowledgeable, reliable customer service coverage.
  
  

Mentorship & Team Support

• Mentor and support CSR I team members through coaching, knowledge sharing, and best-practice reinforcement.
• Assist with onboarding and training of new CSRs, including platform navigation, order accuracy standards, and escalation protocols.
• Provide informal guidance and support during peak periods to help stabilize queue flow and service levels.
  
  

Process Improvement & Operational Support

• Identify recurring issues, inefficiencies, or training gaps and escalate opportunities for improvement to leadership.
• Assist with testing, reinforcing, and adopting updated processes, SOPs, and system changes.
• Support operational initiatives that improve customer experience, order accuracy, and internal efficiency.
  
  

Required

Qualifications & Skills

• Minimum of 3–5 years of customer service experience or related experience.
• Demonstrated success in a high-volume, fast-paced customer service environment.
• Strong written and verbal communication skills with the ability to handle escalations professionally.
• Advanced proficiency in CRM systems, Microsoft 365, and customer service platforms.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Proven attention to detail, dependability, and ability to manage competing priorities.
• Ability to maintain composure and professionalism in high-pressure situations.
  
  

Preferred

• Food service and/or retail produce industry experience.
• Experience supporting Sales teams or managing assigned Sales partnerships.
• Bilingual (English/Spanish) communication skills.
• Prior experience mentoring, training, or acting as a lead resource within a team.
  
  

The above job description is not an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.

Perks & Benefits:

• Paid Vacations, Paid Holidays
• Health, Dental and Medical Benefits
• Weekly pay
• Life Insurance
• 5% above cost for our high-quality food products
• Employee discounts for travel and events
• 401k
• Employee Stock Purchase Plan
  
  

The Chefs' Warehouse is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, pregnancy, gender identity or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. We are dedicated to building an inclusive and diverse workforce.