Commercial Product Support Specialist

Commercial Product Support Specialist

The Commercial Product Support Specialist serves as the operational bridge between the company's food manufacturing operations and its school district partners. This role is responsible for ensuring that commercial product lines, including prepared meals, commodity-based items, and USDA/CACFP-compliant offerings, are accurately represented, well-supported, and effectively communicated across the sales and account management lifecycle. The ideal candidate brings a strong understanding of K12 food service operations, school nutrition program requirements, and the commercial dynamics of institutional food manufacturing. They thrive at the intersection of operations, sales support, and customer success, and are energized by helping district partners maximize the value of company's product portfolio.

KEY RESPONSIBILITIES

• Serve as the primary internal resource for product-related inquiries from district partners, sales teams, and account managers, including ingredient specifications, nutrition profiles, allergen data, and production timelines.
• Maintain up-to-date product documentation including but not limited to spec sheets, USDA CN labels, HACCP summaries, letter of guarantee, COAs, and compliance certifications for all active K12 product lines.
• Coordinate with manufacturing, culinary, and supply chain teams to communicate product availability, lead times, substitution protocols, and menu change impacts to field-facing teams.
• Support the onboarding of new district accounts by preparing product introduction materials, training guides, and implementation checklists.
• Provide product expertise and documentation support for RFP and bid responses, ensuring accuracy in commercial terms, nutritional compliance, and product descriptions.
• Collaborate with the sales team to develop tailored product proposals, sample menus, and cost comparison analyses for prospective and renewing district partners.
• Prepare and maintain a product catalog and commercial sell sheets aligned to current manufacturing capabilities and seasonal availability.
• Assist with pricing analysis, volume discount modeling, and contract renewal packages in coordination with finance and operations.
• Ensure all commercial product lines meet applicable USDA National School Lunch Program (NSLP), School Breakfast Program (SBP), and CACFP At-Risk Afterschool Meals regulations.
• Monitor USDA commodity program updates, including Foods Available List changes, and communicate implications to relevant internal teams and district partners.
• Support the preparation and submission of state and federal product documentation, including Child Nutrition (CN) label applications and annual program renewals.
• Collaborate with the food safety and quality assurance team to ensure product specifications remain current and compliant following formula changes or reformulations.
• Act as the primary point of contact for product-related issues raised by district partners, coordinating resolution across manufacturing, logistics, and culinary teams.
• Track and analyze product complaint and substitution trends, preparing summary reports with root cause findings and recommended corrective actions.
• Build strong relationships with district nutrition directors, business managers, and food service coordinators to understand evolving product needs and preferences.
• Partner with the Customer Experience team to incorporate product feedback into menu planning cycles, new product development, and contract renewals.
• Provide technical guidance to partners on how products perform in institutional kitchen equipment, including rapid-cook ovens, combi-ovens, and large-scale holding cabinets.
• Ensure proper feedback loop coverage by maintaining coverage via omnichannel support during regular business hours.
• Maintain product support metrics, including response times, resolution rates, open product issues, and substitution volumes; report results to Customer Experience and Operations leadership monthly.
• Participate in cross-functional product launch meetings to ensure commercial readiness, field team training, and district communication plans are in place prior to rollout.
• Support the Customer Experience team in tracking and communicating operational changes (e.g., packaging updates, new suppliers, seasonal menu shifts) that affect district partners.

QUALIFICATIONS

Required

• 3+ years of experience in K12 food service, institutional food manufacturing, food distribution, or a related commercial food industry role preferred
• Working knowledge of USDA child nutrition program requirements (NSLP, SBP, CACFP) and federal nutrition standards (HHFKA, meal pattern requirements).
• Demonstrated ability to read and interpret food product specifications, nutrition fact panels, CN labels, and allergen documentation.
• Strong written and verbal communication skills; comfortable presenting product information to internal teams and external district partners.
• High proficiency in Microsoft Office (Excel, Word, PowerPoint);
• Exceptional organizational skills with the ability to manage multiple product lines, documentation requests, and stakeholder needs simultaneously.

Preferred

• Prior experience in a commercial food manufacturing or co-packing environment supporting institutional or K-12 foodservice channels.
• Familiarity with USDA commodity diversion programs, DOD Fresh, and state-level procurement processes for school nutrition programs.
• Experience supporting bid and RFP processes for public sector food service contracts.
• Experience with ProcessorLink preferred
• Bilingual (English/Spanish) is a plus.

Salary Range: $65,000$85,000