Orlando Food Sales Inc. (OFS) is seeking a highly organized, service-focused Customer Experience Specialist to support the full customer journey across customer service, order management, e-commerce support, inbound inquiries, and brand communications. As a key front-line representative of OFS and our brands, this individual will often be one of the first direct points of contact for customers and is responsible for creating a positive and professional experience while representing our company, brands, and products with confidence and care. The Customer Experience Specialist works closely with other departments to process and manage customer orders, respond to customer and consumer inquiries, manage HubSpot communications, support inbound sales opportunities, and coordinate the resolution of customer issues. This role requires developing and maintaining a strong understanding of our full portfolio of products and brands to effectively answer questions, resolve concerns, and identify potential opportunities. The ideal candidate is proactive, detail-oriented, solutions-focused, and an effective communicator who demonstrates sound judgment, empathy, professionalism, and consistent follow-through.
Key Responsibilities:
Customer Experience & Account Support
- Work closely with the Sales Team and internal departments to maintain a high level of customer experience and satisfaction
- Respond professionally and proactively to customer inquiries, concerns, and service issues while maintaining a positive, solutions-oriented customer experience
- Support customers with product information, documentation requests, pricing questions, inventory updates, and general account needs
- Maintain accurate customer communication records and follow-up activities to ensure accountability and continuity of service
- Serve as a professional point of contact for customers and consumers, ensuring inquiries are handled with responsiveness, accuracy, and appropriate follow-through
Order Processing & Management
- Process and manage customer orders accurately through EDI, customer portals, email, and manual entry, verifying pricing, quantities, ship dates, warehouse details, delivery requirements, and customer-specific instructions
- Build and manage warehouse and container orders for assigned customers, ensuring order details are accurate and aligned with customer requirements
- Monitor open orders from receipt through delivery, coordinating with internal teams and proactively communicating changes, delays, substitutions, back-orders, and shipment activity
- Research and resolve order discrepancies, pricing, delivery, and invoice-related issues while maintaining accurate customer, order, pricing, and shipping information within the company's ERP system
E-Commerce & Customer Engagement
- Manage e-commerce customer and consumer inquiries, including order status, tracking, missing or damaged products, fulfillment errors, returns, replacements, and other service-related concerns
- Support incoming inquiries through phone and other customer communication channels, ensuring questions are answered or routed appropriately with timely follow-through
- Take ownership of customer and consumer issues from initial inquiry through resolution, providing timely, clear, and professional communication throughout the process
- Troubleshoot complex customer and fulfillment issues by gathering information from customers, fulfillment centers, vendors, shipping providers, and internal teams to determine what occurred and the appropriate resolution
- Handle sensitive or escalated customer and consumer concerns with professionalism, empathy, discretion, and sound judgment while protecting the customer relationship and the reputation of OFS and its brands
- Recognize and appropriately escalate product quality, food safety, legal, reputational, or other high-risk concerns to the appropriate internal team while maintaining ownership of customer communication and follow-through
- Coordinate approved refunds, credits, replacements, or other service resolutions and ensure appropriate documentation and customer follow-up
- Identify recurring customer and consumer complaints, e-commerce issues, or service concerns and communicate relevant trends to the appropriate internal stakeholders
HubSpot, Brand Communications & Inbound Leads
- Monitor, manage, and respond to assigned HubSpot inboxes
- Respond to inquiries promptly and professionally while maintaining communication consistent with each brand and its customer expectations
- Document customer interactions, issue status, follow-up, and resolutions within HubSpot to maintain visibility and accountability
- Route inquiries requiring specialized assistance to the appropriate internal team while maintaining appropriate ownership and follow-through
- Review inbound sales inquiries and leads received through websites, inboxes, forms, and other digital channels
- Route qualified opportunities to the appropriate Sales or Retail team member with sufficient information and context for effective follow-up
- Maintain accurate customer, prospect, and inbound opportunity information within HubSpot and other applicable systems
- Develop and maintain a strong understanding of OFS brands to confidently respond to inquiries, recognize potential business opportunities, and represent each brand appropriately
- Engage and follow up with prospective customers as needed to gather the necessary information, determine whether an inquiry represents a qualified sales opportunity, and prepare it for appropriate routing
Cross-Functional Collaboration & Continuous Improvement
- Partner with Operations, Sales, Marketing, Warehousing, and Fulfillment to efficiently resolve customer needs and support consistent customer experience
- Identify, document, and communicate recurring customer and consumer complaints, questions, order issues, service challenges, and trends to the appropriate teams, including Marketing, Operations, Sales, Quality, and brand partners, to support continuous improvement
- Recommend practical improvements to customer response templates, internal workflows, FAQ content, and service procedures
- Perform additional customer experience and departmental support responsibilities as needed
Qualifications and Skills
- Education: High school diploma or equivalent required. We value continuous learning, and a combination of education, relevant experience, and a willingness to learn will be considered
- Experience: 3+ years of experience in customer service, customer experience, order management, sales support, or a related business environment. Experience in food distribution, wholesale, consumer products, retail, or a related industry is preferred
- Customer Experience: Demonstrated ability to provide professional, responsive, and solutions-oriented support across multiple customer touchpoints while taking ownership of inquiries and issues through resolution
- Operational Experience: Experience with warehouse order processing, sea freight container order coordination, logistics communication, or inventory-based customer service
- Communication: Strong written and verbal communication skills with the ability to communicate clearly, professionally, and with empathy across phone, email, CRM, and other customer communication channels
- Organization & Prioritization: Highly organized with the ability to manage multiple inboxes, customer requests, open orders, inbound inquiries, and follow-up items while maintaining accuracy and meeting deadlines
- Problem Solving: Strong problem-solving skills with the ability to research issues, gather information across multiple systems and departments, determine appropriate next steps, and escalate when necessary
- Cross-Functional Collaboration: Collaborative mindset with the ability to work effectively with Sales, Marketing, Operations, and other internal and external partners
- Ownership & Follow-Through: Proactive and accountable, with the ability to take ownership of customer needs and ensure commitments, issues, and follow-up activities are carried through to completion
- Judgment & Discretion: Demonstrated ability to handle sensitive or escalated customer situations professionally, exercise sound judgment, maintain appropriate discretion, and recognize when an issue requires escalation
Technical Skills
- CRM & HubSpot: Experience using a CRM or customer communication platform to manage customer inquiries, document interactions, track follow-up, and maintain accurate customer and prospect information. HubSpot experience preferred
- ERP Systems: Experience working with ERP systems for customer order entry, order management, customer records, pricing, inventory, and shipping information. NetSuite experience is preferred
- Order Management & EDI: Experience processing and managing customer orders through EDI, customer portals, email, and manual order-entry methods
- E-Commerce & Fulfillment: Familiarity with e-commerce order support, including order tracking, fulfillment issues, returns, replacements, credits, and customer follow-up
- Microsoft Office: Proficiency with Outlook, Teams, Word, and Excel for customer communication, internal collaboration, data tracking, and day-to-day business activities
- Digital Communication & Inbox Management: Ability to effectively manage multiple customer communication channels, shared inboxes, website inquiries, and digital forms while maintaining timely responses and accurate follow-up
- General Technical Skills: Comfortable learning new software, systems, customer platforms, and workflows quickly; able to navigate multiple systems and research information efficiently to resolve customer needs
What We Offer
- The salary range for this position is $60,000–$70,000 per year. Final compensation will be determined based on experience, skills, and qualifications
- Potential office bonus of up to 14% of base salary after six months
- Competitive benefits package that includes medical, vision, and dental
- After one year, eligible to participate in our 401k and pension plan
- Opportunities for professional development and career growth
- A collaborative and supportive work environment
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
