Bilingual (Korean/English) - Customer Service Manager

Rhee Bros., Inc. is one of the largest importers of Asian food in the United States. Our mission is to provide our customers with best-in-class distribution services through innovative products, sourcing, and logistics solutions in Pan-Asian Food. Located in Hanover, MD, Rhee Bros currently serves independent Asian retailers, wholesale grocery and chain retailers, food service distributors, chain restaurants, and manufacturers.

At Rhee Bros, our employees are the heart and soul of what we do. For two generations, we’ve become more diverse with talented professionals from all walks of life and backgrounds, and we aim to continue that tradition for years to come.

Rhee Brothers’ main distribution center in Hanover, MD, serves as the heart of our operations. Here, our dedicated warehouse and transportation teams manage over 20,000 cases of dry, refrigerated, and frozen products daily. We prioritize food quality and take great pride in maintaining the highest standards of safety and cleanliness in our warehouses, located in both Irwindale, CA, and Hanover, MD. As a third-party food safety audited facility, Rhee Brothers is committed to delivering excellence in every aspect of our service.

Job Title: Customer Service Manager (Level: Assistant Team Manager)
Reports to: Director - Sales Planning & Operations

The Customer Service Manager is responsible for managing customer inquiries, supporting the sales department, and ensuring high-quality customer service delivery. This role oversees the daily operations of the Customer Service team, handles escalated issues, and drives process improvements to enhance efficiency and customer satisfaction. The position also includes managing team performance, developing team members, and ensuring alignment with company goals and operational standards through accountability, collaboration, and continuous improvement.

Key Responsibilities:

Customer Service Excellence

• Interact with sales team/customers and handle inquiries in a timely, professional manner
• Maintains strong customer relationships by understanding needs and ensuring consistent follow-through
• Handles complex or escalated issues with full ownership, from identification to resolution
• Determines root causes of customer inquiries, develops solutions, and communicates clearly
• Demonstrates accountability in resolving issues and ensures customer concerns are addressed with urgency and care
• Shares customer insights and feedback across departments to improve overall customer experience

Quality and Process Improvement

• Improve customer service quality by collecting and analyzing inquiry and complaint data
• Identifies recurring issues and proactively develops preventive measures
• Establishes, monitors, and communicates service KPIs to ensure performance transparency
• Continuous improvement mindset to enhance service quality and efficiency
• Maintains up-to-date knowledge of best practices and contributes to improve team performance

Administrative Support

• Oversees day-to-day operations of the Customer Service Team to ensure consistent quality
• Improves service outcomes by evaluating and redesigning processes, establishing service metrics, and monitoring results
• Maintains accurate records and documentation of activities and communications
• Oversees RMA processes (returns and credits), inbound calls, and issue resolution workflows
• Ensures timely communication with customers and internal teams

Supervision & Leadership

• Supervises Customer Service team, ensuring clear task assignment and workload balance
• Provides coaching, guidance, and constructive feedback to support team development
• Develops individualized performance plans and monitors progress toward departmental goals
• Conducts regular performance reviews, including quarterly, mid-year, and annual evaluations
• Fosters a culture of accountability, integrity, teamwork, and open communication
• Encourages collaboration across teams and ensures alignment with organizational priorities
• Leads by example with professionalism, initiative, and respect for colleagues

Requirements:

• Proven experience in a customer service role, with a strong track record in building relationships.
• Bachelor’s degree or equivalent.
• Supervisory or Team management experience
• Excellent communication, negotiation, and relationship-building skills.
• Strong organizational and time-management skills
• Positive attitude with strong problem-solving and negotiation skills
• Proficiency in Microsoft Office (Excel, Word, Outlook) and effective teamwork abilities.
• Bilingual proficiency in English and Korean; additional skills in Spanish or Chinese are a plus.

Rhee Bros., Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, gender, sexual orientation, marital status, disability, or any other class protected by federal, state, and local laws.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Morning shift

Language:

• Korean (Required)

Ability to Commute:

• Hanover, MD 21076 (Required)

Work Location: In person

Salary : $70,000 - $80,000