Company:
REMA FOODS, INC., in business since 1964, we are a leading company in importing quality foods into the United States and around the world. Our product line includes major everyday items such as tuna fish, olives and oils, the mushrooms on pizzas and thousands of other products. From commodities to exotic gourmet foods, we source from over 50 countries worldwide. We offer our customers - many of which are Fortune 500 firms - a complete range of sourcing, quality control, redistribution, logistics, and financing services. www.remafoods.com.
Location:
Corporate Headquarters, Englewood Cliffs, New Jersey 07632 (about 1 mile from the George Washington Bridge with easy reverse commute from NYC).
Purpose:
The Retail Customer Service Supervisor oversees the daily operations of the retail customer service team, ensuring exceptional service delivery, productivity, and efficiency. This role focuses on leadership, process optimization, and performance-driven outcomes while proactively addressing challenges, implementing solutions. and driving performance metrics.
Essential Job Functions
Team Leadership:
• Supervise, mentor, and motivate the retail customer service team to foster a high-performance, customer-focused culture.
• Train and onboard new hires, ensuring technical and operational proficiency.
• Collaborate with the Food Service Customer Service Supervisor to develop best practices for resolving unique challenges.
Customer Interaction Oversight:
• Manage escalated customer issues, providing swift and effective resolutions to maintain client satisfaction.
• Responsible for overseeing all aspects of new item launches as well as new customer onboarding, ensuring seamless execution and successful integration.
• Serve as the primary point of contact for high-profile retail accounts, ensuring seamless service and proactive communication.
Operational Excellence:
• Streamline workflows to enhance efficiency, reduce errors, and improve customer interactions.
• Simplify use of customer portals, ensuring information is always entered promptly and correctly, while working on potential automation or EDI functionality.
• Work cross-functionally with sales, logistics, supply chain, and accounts receivable teams to align goals and swiftly resolve issues.
Key Qualifications:
1. Industry Expertise:
- 5–10 years of experience in retail customer service roles within the food industry, managing key retail accounts, (e.g., Walmart, UNFI, Aldi, C&S, ADUSA, Price Chopper, Albertsons, Wakefern, Kroger, Stater Bros, Giant Eagle, Topco, Family Dollar, Dollar General) or experience as a senior buyer working at a key retail company.
- 3–5 years of supervisory experience in customer service, with a proven ability to lead teams effectively.
- Knowledge of food service accounts (e.g., US Foods, PFG, Reinhart, Shamrock) is a plus.
- Experience in onboarding new retail accounts, new item launches/setups, and handling special limited retail items.
- Must be capable of handling emergency situations, product recalls, and shipping/delivery issues with a solution-oriented approach.
2. Technical Proficiency:
- Strong working knowledge of customer portals, such as: Walmart Retail Link (Nova Portal), Dollar General Compass, Family Dollar CVP Portal
- Claims management experience is essential for handling shipment errors, damages, and other discrepancies.
- Advanced proficiency in Excel (a skills assessment test will be required).
- Highly skilled in EDI (Electronic Data Interchange) processes, with a strong working background in managing EDI transactions.
3. Leadership and Mentorship:
- Demonstrated success in training, developing, and mentoring team members.
- Ability to motivate employees, implement new procedures, and communicate updates effectively.
- Experience in coaching employees through process improvements and performance challenges.
4. Problem-Solving Skills
- Strong critical thinking and decision-making skills, with a proactive approach to addressing challenges.
- Ability to prioritize and resolve urgent product, logistics, or service issues under tight deadlines.
- Exceptional multitasking ability in a fast-paced, high-volume environment.
- Capable of identifying root causes of recurring issues and implementing long-term solutions.
Specifications (Minimum requirements):
High School Diploma/GED
5–10 years of experience in retail customer service roles within the food industry
3–5 years of supervisory experience in customer service
Experience in Microsoft Dynamics BC a plus
Demands/Physical Requirements:
Must be able to sit and work from a computer in a remote setting for an extended period.
Ability to work in an office environment.
Ability to work under pressure and meet tight deadlines.
On-Site Work: Must be able to commute and work on-site a minimum of one day per week.
Please note: This role is eligible for a hybrid work arrangement (4 days home/1 day in the office). Currently, employees are required to work in the office on Wednesdays. Moving forward, a time may come when employees will be asked to work from the office more, but a hybrid office/remote work schedule is expected to remain.
