Omnichannel Support Specialist

Job Description

Job Description

The Republic of Tea is a progressive and socially conscious business recognized as a leading purveyor of nearly 400 all-natural premium teas, herbs and gifts. We enrich people’s lives through great-tasting teas, education and innovation while championing a “Sip by Sip Rather Than Gulp by Gulp” lifestyle. In keeping with our whimsical identity as an independent Republic, we refer to our employees as Ministers, sales representatives as Ambassadors, consumers as Citizens and our retail partners as Embassies.  As a family-owned company, we are dedicated to sharing our prosperity through meaningful philanthropic partnerships and creating opportunities for learning and growth within our TEAm. Join us and become part of a collaborative, purpose-driven culture—where you can grow your career, expand your network, and help lead the tea revolution.

POSITION SUMMARY:

The Republic of Tea is seeking an organized, detail-oriented Omnichannel Support Specialist to support our Commerce and Ecommerce TEAms and help keep customer programs, promotions, and day-to-day sales operations running smoothly.

In this role, you will partner with Commerce, Ecommerce, brokers, distributors, and cross-functional TEAms to coordinate retailer programs, maintain customer and product information, manage retailer portals, prepare customer documentation, and support promotional activities. You will help ensure retailer requirements, customer requests, and internal projects are completed accurately and on time.

The ideal candidate enjoys keeping projects organized, managing details, and working collaboratively across multiple TEAms and priorities. You will play an important role in improving operational efficiency and delivering a high level of service to our customers and retail partners.

ESSENTIAL RESPONSIBILITIES:

Commerce Support

• Provide day-to-day administrative and operational support to the Commerce
• Provide administrative support in the preparation of customer presentations, reports, and sales materials by formatting, proofreading, organizing content, and ensuring documents are current and presentation ready.
• Prepare retailer forms, new item paperwork, promotional documentation, cost change forms, and other customer documentation for review by the Commerce TEAm.
• Coordinate materials and logistics for category reviews, line reviews, annual business reviews, customer meetings, and internal planning activities by tracking key dates, preparing meeting materials, documenting meeting notes, and assisting with follow-up action items.
• Maintain customer-specific forms, templates, selling materials, and shared Commerce TEAm files.
• Help maintain promotional calendars, customer timelines, and key project deadlines.

Retailer Portal & Documentation Support

• Maintain and audit retailer and distributor portals by updating product information, ensuring portal content is accurate and current, and preparing required documentation for submission using information provided by the Commerce Team.
• Maintain accurate product information, images, pricing, and supporting documentation within Syndigo and retailer portals.
• Maintain organized electronic files for customer contracts, vendor agreements, retailer documentation, and other records, ensuring documents are current and easily retrievable.

Promotions, Pricing & Item Maintenance

• Prepare promotional, cost change, and new item documentation for retailer submission using information provided by the Commerce Team, ensuring all forms are accurate and complete.
• Assist with preparing and maintaining documentation for new item setup, item transitions, and product discontinuations.
• Assist with promotional accrual tracking and trade documentation, as needed.
• Gather accurate product specifications, UPCs, case packs, dimensions, and pricing information.

Cross-Functional Support

• Coordinate communication and follow-up between the Commerce and ECommerce TEAms and cross-functional partners, helping ensure requests are addressed, information is shared, and customer-related work continues to move forward.
• Serve as an internal point of coordination for broker and distributor requests by tracking open items, facilitating communication, and helping ensure timely cross-functional follow-up and resolution.
• Help identify opportunities to improve administrative processes and efficiencies.

Sales Operations

• Support the Commerce and Ecommerce Teams' use of Asana by maintaining project and task information, updating assignments, and helping ensure work remains organized and current.
• Support special projects and other duties as assigned.

BASIC QUALIFICATIONS:

• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to manage multiple priorities, maintain organization, and meet deadlines in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Self-motivated, dependable, and able to work effectively both independently and collaboratively.
• Proficiency with Microsoft Office, including Excel, PowerPoint, Outlook, Word, and Teams.
• Experience using project management software such as Asana or similar platforms.
• Experience working with retailer or distributor portals, such as Syndigo.
• Ability to quickly learn and effectively use new retailer systems and technology platforms.

PREFERRED QUALIFICATIONS:

• Three to five years of experience in administrative support, sales support, sales operations, customer support, or account coordination within the consumer packaged goods (CPG), food and beverage, or retail industry.
• Experience supporting National Account Managers, Key Account Managers, or a Commerce/Sales TEAm.

COMPETENCIES

• Organization and attention to detail
• Project coordination and follow-through
• Written and verbal communication
• Time management and prioritization
• Cross-functional collaboration
• Problem-solving
• Adaptability
• Accuracy and quality of work
• Customer service mindset
• Continuous improvement

TRAVEL

• Minimal travel (approximately 5–10%) for occasional team meetings, customer meetings, trade shows, and company events.

PHYSICAL DEMANDS

• Ability to remain stationary for extended periods while working at a computer.
• Frequently uses a computer, keyboard, telephone, and other standard office equipment.
• Ability to communicate effectively with internal and external partners.
• Occasionally moves files, office materials, or product samples weighing up to 25 pounds.
• May occasionally travel to customer meetings, trade shows, or company events.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The Republic of Tea is an Equal Opportunity Employer