Customer Service and Sales Specialist, Hybrid

About the Role

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.

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.

Qualifications

• 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

• Organized, action and detail oriented.
• Demonstrates sound work ethics.
• Possesses cultural awareness and sensitivity.
• Ability to re-arrange tasks as priorities change.
• Highly enthusiastic, positive-minded, and composed in challenging situations.
• Thrives in a goal-driven environment.

Physical Requirements

• Frequently required to stand, walk, talk and hear.
• Frequently required to handle or feel and reach with hands and arms.
• Frequently required to sit.
• Must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required include close vision, distance vision, and color vision.

Schedule

• This is a permanent full-time hourly position.
• 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.

Pay & Benefits

• Starting at $18.50 per hour.
• Multiple medical and dental options with supplemental insurance.
• 401(k) plan (fully vested).
• Bonus incentives.
• Paid holidays, vacation, and time off to volunteer in the community and local charities.
• Collaborative culture that supports growth.