Customer Service and Sales Specialist

Job Description

Job Description

Company Overview:

Established in 2002, FOH® is a global award-winning hospitality and foodservice manufacturer brand including: Front of the House® and room360˚ by FOH®. Delivering more than products, our company and culture has received numerous recognitions through the years and was also featured in Fortune Magazine as “Best Workplaces in Manufacturing and Production”. We are proudly certified as WBENC (Women’s Business Enterprise National Council) and LGBT Business Enterprise (LGBTBE®) partners and suppliers.

FOH® offers an environment where entrepreneurial spirits are given the opportunity to grow without limits in a culture where you can influence the company's path. We are guided by our inclusive team, culture, commitment to sustainability, and diversity.

Position Summary:

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.

Additional Information:

• This is a permanent full-time hourly position starting at $18.50
• This role participates in our hybrid schedule
• Hybrid schedule: Mondays & Fridays; 2 days working remotely. Tuesdays, Wednesdays & Thursdays ; 3 days working in the headquarters office

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

Education, Experience, and Computer Skills:

• 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 and Qualifications:

• 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:
While performing the duties of this role, the team member is frequently required to stand, walk, talk and hear. The team member frequently is required to handle or feel and reach with hands and arms. The team member is frequently required to sit; The team member must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.

At FOH®, we value our team members as our most important asset, which is why we offer a benefits package designed with their well-being in mind. In addition to multiple medical and dental options with supplemental insurance and 401(k) plan (fully vested) and bonus incentives, we offer paid holidays, vacation, and even time off to volunteer in the community and local charities. Our team also enjoys a collaborative culture that supports their growth.

The salary/hourly range for this role represents numerous factors considered in the hiring decisions, including, but not limited to, work experience, territory, geographical location, etc. As such, starting pay for the successful candidate(s) could fall anywhere within the stated range.

Passionate about what we do and how we do it, we value different perspectives from people of all backgrounds and actively recruit diverse team members. "Be yourself! We like it that way". Bring your experience and join a team that strives to deliver impactful solutions to our partners worldwide.

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Company Awards & Recognitions:
Diverse and Inclusive Employer 2023, 2024, and 2025
Most Family Friendly Employers 2023, 2024, and 2025
Fortune Best Workplaces in Manufacturing & Production 2023
Fortune Best Workplaces in Manufacturing & Production 2020
Best Dog-Friendly Company 2021
Best Workplaces in Manufacturing & Production 2019
Best Workplaces for Women 2019
Best Workplace for Women 2018
Best Medium Workspaces 2018
Best Workspaces in Manufacturing & Production 2018

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