AUI Fine Foods, Inc.
9211 Gaither Road, Gaithersburg, MD 20877
ABOUT ALBERT USTER IMPORTS Albert Uster Imports, Inc. (“AUI”) is a privately held gourmet food company headquartered in the Washington, DC area (Gaithersburg, MD) with warehouse locations in Kansas City, Las Vegas, Miami, Los Angeles, San Francisco, Gurnee and Gaithersburg. AUI falls under the Vestar Capital Partners portfolio with affiliate organization, Roland Foods, LLC. Founded in 1968, the company offers over 1,400 products from around the world. We serve leading hotels, restaurants, casinos, cruise lines, airlines, and manufacturers with innovative, high quality products and solutions to their most demanding culinary challenges. We operate a network of distribution centers across the U.S. and serve select international markets as well. AUI has a national direct selling organization of over 60 sales professionals and a staff of culinary experts (chefs and food scientists) adept at custom product solutions.
ABOUT THE ROLE The Customer Experience Specialist | CAM provides administrative, operational, and analytical support to the National Account channels of Corporate Accounts. This role reports to the Senior Manager, Customer Engagement and partners closely with the Corporate Account Managers (“CAM”) who own the customer relationships within the National Accounts channels. The duties of the Customer Experience Specialist | CAM include responding to phone and email requests from their CAM(s) and corresponding customer base to enter orders, answer questions, schedule or update timely delivery, and triage problems with creative solutions to ensure inspired service to customers.
The ideal candidate must be able to multi-task and prioritize multiple projects across varying segments in a busy environment accurately, efficiently, and with a high level of attention to detail. They must be able to balance and satisfy competing deadlines while maintaining professionalism under pressure and in sensitive and difficult situations.
RESPONSIBILITIES
Provide operational support to the National Account channels by timely and accurately entering and updating customer orders, quotes, and sales activities in the CRM platform
Process orders; communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, special requirements, labeling, and delivery changes/charges
Ensure data integrity within the CRM platform by routinely reviewing and updating customer profiles
Provide communication support between Corporate Account Managers and their respective customer base, including inquiries related to orders, deliveries, logistics, sampling, pricing, and products
Proactively identify customer issues and communicate with internal teams (Distribution, Purchasing, Quality, Finance, etc.) and the assigned CAM to resolve any order discrepancies or delays
Partner with assigned CAM(s) on customer focused initiatives to improve our service commitment, including business reviews, process improvements, etc.
Additional ad‑hoc responsibilities as requested
QUALIFICATIONS AND SKILLS Required
3-5 years’ experience in customer service, customer operations, purchasing/logistics associate or relevant roles that required comfort in both over the phone and email communication
Ability to gain Microsoft Dynamics proficiency rapidly with adequate training
Excellent written and oral communication skills
Excellent relationship‑building skills
Experience working cross‑functionally to solve problems
Preferred
Fluency in the Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
Experience with other CRM platforms and SharePoint
A true desire to solve problems and support customers
Familiarity with hospitality and/or foodservice industry a plus
SALARY RANGE AUI Fine Foods hires exceptional people to perform a wide variety of important functions that contribute to the success of the Company. One of the ways AUI Fine Foods does that is through a competitive compensation package. The base hourly rate for this role will be $28.00 – $33.00.
This role is bonus eligible.
Based on your qualifications, previous experience, and transferrable skills, the Company will determine at its sole discretion the salary offered.
Founded by immigrants, AUI & Roland Foods knows that diversity is the spice of life. We believe in the power of food to open minds, spark adventure, and bring diverse people together. All are welcome at our table! We know the transformative value of food in individual lives and communities. Because of this, we insist on obtaining the highest‑quality ingredients and talent!
AUI is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation or other applicable legally protected characteristic. AUI considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. AUI is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at peopleandculture@rolandfood.com .
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ABOUT ALBERT USTER IMPORTS Albert Uster Imports, Inc. (“AUI”) is a privately held gourmet food company headquartered in the Washington, DC area (Gaithersburg, MD) with warehouse locations in Kansas City, Las Vegas, Miami, Los Angeles, San Francisco, Gurnee and Gaithersburg. AUI falls under the Vestar Capital Partners portfolio with affiliate organization, Roland Foods, LLC. Founded in 1968, the company offers over 1,400 products from around the world. We serve leading hotels, restaurants, casinos, cruise lines, airlines, and manufacturers with innovative, high quality products and solutions to their most demanding culinary challenges. We operate a network of distribution centers across the U.S. and serve select international markets as well. AUI has a national direct selling organization of over 60 sales professionals and a staff of culinary experts (chefs and food scientists) adept at custom product solutions.
ABOUT THE ROLE The Customer Experience Specialist | CAM provides administrative, operational, and analytical support to the National Account channels of Corporate Accounts. This role reports to the Senior Manager, Customer Engagement and partners closely with the Corporate Account Managers (“CAM”) who own the customer relationships within the National Accounts channels. The duties of the Customer Experience Specialist | CAM include responding to phone and email requests from their CAM(s) and corresponding customer base to enter orders, answer questions, schedule or update timely delivery, and triage problems with creative solutions to ensure inspired service to customers.
The ideal candidate must be able to multi-task and prioritize multiple projects across varying segments in a busy environment accurately, efficiently, and with a high level of attention to detail. They must be able to balance and satisfy competing deadlines while maintaining professionalism under pressure and in sensitive and difficult situations.
RESPONSIBILITIES
Provide operational support to the National Account channels by timely and accurately entering and updating customer orders, quotes, and sales activities in the CRM platform
Process orders; communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, special requirements, labeling, and delivery changes/charges
Ensure data integrity within the CRM platform by routinely reviewing and updating customer profiles
Provide communication support between Corporate Account Managers and their respective customer base, including inquiries related to orders, deliveries, logistics, sampling, pricing, and products
Proactively identify customer issues and communicate with internal teams (Distribution, Purchasing, Quality, Finance, etc.) and the assigned CAM to resolve any order discrepancies or delays
Partner with assigned CAM(s) on customer focused initiatives to improve our service commitment, including business reviews, process improvements, etc.
Additional ad‑hoc responsibilities as requested
QUALIFICATIONS AND SKILLS Required
3-5 years’ experience in customer service, customer operations, purchasing/logistics associate or relevant roles that required comfort in both over the phone and email communication
Ability to gain Microsoft Dynamics proficiency rapidly with adequate training
Excellent written and oral communication skills
Excellent relationship‑building skills
Experience working cross‑functionally to solve problems
Preferred
Fluency in the Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
Experience with other CRM platforms and SharePoint
A true desire to solve problems and support customers
Familiarity with hospitality and/or foodservice industry a plus
SALARY RANGE AUI Fine Foods hires exceptional people to perform a wide variety of important functions that contribute to the success of the Company. One of the ways AUI Fine Foods does that is through a competitive compensation package. The base hourly rate for this role will be $28.00 – $33.00.
This role is bonus eligible.
Based on your qualifications, previous experience, and transferrable skills, the Company will determine at its sole discretion the salary offered.
Founded by immigrants, AUI & Roland Foods knows that diversity is the spice of life. We believe in the power of food to open minds, spark adventure, and bring diverse people together. All are welcome at our table! We know the transformative value of food in individual lives and communities. Because of this, we insist on obtaining the highest‑quality ingredients and talent!
AUI is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation or other applicable legally protected characteristic. AUI considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. AUI is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at peopleandculture@rolandfood.com .
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