What are the responsibilities and job description for the Customer Service and Sales Specialist, Hybrid position at FOH, Inc.?
Established in 2002, FOH® is a global award-winning hospitality and foodservice manufacturer brand including: Front of the House® and room360˚ by FOH®. Delivering more than products, our company and culture has received numerous recognitions through the years and was also featured in Fortune Magazine as “Best Workplaces in Manufacturing and Production”. We are proudly certified as WBENC (Women’s Business Enterprise National Council) and LGBT Business Enterprise (LGBTBE®) partners and suppliers.
FOH® offers an environment where entrepreneurial spirits are given the opportunity to grow without limits in a culture where you can influence the company's path. We are guided by our inclusive team, culture, commitment to sustainability, and diversity.
Position Summary:
The Sales & Customer Service Specialist is part of the Sales & Customer Service Team. This role contributes to the success of the company by developing and optimizing partnerships with sales managers, business partners and other supporting departments through exceptional, solution-oriented service. The Specialist supports our vision by processing all orders, assisting with inquires, and overseeing various administration within assigned accounts.
Additional Information:
- This is a permanent full-time hourly position starting at $18.50
- This role participates in our hybrid schedule
- Hybrid schedule: Mondays & Fridays; 2 days working remotely. Tuesdays, Wednesdays & Thursdays ; 3 days working in the headquarters office
- Headquarters Office location: 7630 Biscayne Blvd. Miami, FL 33138
Essential Responsibilities:
- Serves as the primary internal customer service contact for Field Sales Managers, Sales Representatives, and assigned accounts, demonstrating a high level of ownership, responsiveness, and professionalism.
- Manages a high volume of email correspondence daily, responding to inquiries regarding orders, inventory availability, pricing, shipping status, product information, account setup, and issue resolution within established service level expectations.
- Oversees the day-to-day administration of assigned national and regional accounts, ensuring accurate account maintenance and exceptional internal customer support.
- Processes customer purchase orders accurately and efficiently within SAP Business One, ensuring compliance with customer requirements, inventory availability, pricing agreements, and shipping timelines.
- Monitors and manages the complete order lifecycle from order receipt through shipment and delivery, proactively communicating updates and resolving obstacles to ensure customer satisfaction.
- Investigates and resolves order-related issues including returns, damages, shortages, billing discrepancies, shipping concerns, and purchase order variances, collaborating with internal departments as needed.
- Acts as a liaison between Sales, Operations, Warehouse, Logistics, Finance, and other stakeholders to ensure seamless order fulfillment and timely resolution of customer concerns.
- Provides exceptional support through phone, email, and internal communication channels by addressing inquiries related to product information, inventory levels, pricing, order status, and account-specific needs.
- Coordinates and executes custom orders, samples, new item launches, special projects, and VIP customer requests from initiation through completion with minimal supervision.
- Prioritizes multiple competing requests in a fast-paced environment while maintaining a high level of accuracy, attention to detail, and customer service.
- Completes open order reporting and order backlog analysis utilizing SAP Business One and other reporting tools, identifying and communicating potential risks or delays.
- Maintains responsiveness by acknowledging and addressing customer and internal stakeholder communications within established departmental response-time standards.
- Collaborates and works in tandem with team members to achieve department goals, improve workflow efficiencies, and provide consistent support coverage.
- Records personal daily punches and reviews and approves accurate bi-weekly time and attendance records in accordance with company policies.
- Actively participates in one-on-one meetings, team meetings, training sessions, and continuous improvement initiatives.
- Performs other duties as assigned
- Promotes our FOH® Culture in all interactions
Education, Experience, and Computer Skills:
- 2 years’ experience in customer service in inside sales, B2B, customer services in an office environment, or hospitality
- Prior experience communicating with customers via e-mail, highly desired
- College degree preferred
- Proficient in all Microsoft Applications, Outlook and Excel
- Familiar with ERP systems, SAP Business One preferred
Skills Needed for Success:
- Follows directions and works under pressure to meet deadlines
- Stress and time management skills
- Analytical, creative, practical problem-solving skills
- Customer service and interpersonal skills
- Communicate with clarity verbally and via e-mail
- Work collaboratively and as part of a diverse team
- Small project management skills and strong attention to detail
Desired Characteristics and Qualifications:
- Organized, action and detail oriented
- Demonstrates sound work ethi
Salary : $19