Acme
As a Customer Service Representative at Acme Smoked Fish, you will be responsible for handling complex customer inquiries and issues. This position requires strong problem-solving skills, the ability to manage escalations, and a thorough understanding of the company's products, customers, and services. As part of the customer service team, this role is expected to maintain a positive working relationship with all customers and internal team members while promoting Acme's Core Values.
What You Will Do At Acme:
Accurately take and enter customer orders while confirming logistics and ensuring a smooth order process. Develop a strong understanding of customer accounts and maintain regular communication via phone and email to support order frequency. Recommend product bundles and suggest relevant items to both new and existing customers to help increase average order value. Maintain in-depth knowledge of Acme's product lines, industry terminology, and internal operations. Collaborate closely with outside sales representatives to support customer relationships and sales growth. Provide assistance with Fish Friday online sales initiatives as needed. Build rapport and establish credibility with new customers, including both traditional and emerging account types. Use CRM software to manage customer data, maintain accurate account details, and track interactions. Support sales and customer service goals by contributing to team objectives and initiatives. Deliver clear and timely customer updates to the department manager. Coordinate with the finance team to ensure accurate and timely billing. Partner with the Order Fulfillment and Fleet teams to quickly resolve any customer order issues. Perform other duties as assigned to support department and company goals. Your Education & Experience:
High School Diploma or equivalent required 2+ years of experience in customer service role. Experience in food manufacturing, seafood or specialty food industry a plus. Proven experience in customer orientation, and ability to adapt/respond to different types of personalities. Bi-lingual (Spanish-speaking) a plus. Demonstrated ability to manage escalations and resolve customer inquiries in a timely manner. Your Skills & Abilities:
Excellent verbal and written communication skills. Proven sales and customer service abilities. Strong interpersonal skills and a collaborative mindset; able to work effectively across departments in a fast-paced, evolving environment. Advanced problem-solving skills with a keen attention to detail. Skilled in phone-based customer interactions, including active listening and effective issue resolution. Proficient in computer applications, including Microsoft Office and CRM software. Experience with EDI file processing. Familiarity with ERP systems, particularly Infor M3. Positive attitude and a strong commitment to customer satisfaction. Willingness to work flexible hours, including evenings, weekends, and holidays as needed. Completion of all assigned and required training programs, including standards of work. Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer or Prolonged periods of standing. Work environment - office and occasional production floor. The ability to work in cold (32 to 45F) and wet environment. Exposure to uneven ground and floor angels. Stretching, bending, pulling, etc No travel is required for this role. Health & Safety Requirements:
Observe and follow all safety rules. Wear required PPE. Follow mandated OSHA regulations. Report all incidents including near misses immediately. Compensation Range: $25.00 - $28.00/hour
*This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs.
What's In It For You:
Competitive compensation including annual discretionary bonus. Opportunity to choose the medical plan that works best for your family. Flexible spending accounts (Medical + Dependent Care). Health Savings Account option with quarterly employer contributions. 401(k). Dental Insurance. Vision Insurance. Company Sponsored Group Term Life. Voluntary Life Insurance options for you and your dependents. Paid time off including company and floating holidays. Tuition Reimbursement. Paid Parental Leave. CASH employee referral program.
Our Acme Legacy & Culture: Acme Smoked Fish is a seafood processor, purveyor, distributor and more, built on a foundation of quality, innovation, long lasting relationships, passion, and positive stewardship to our seafood communities. As the largest specialty smoked seafood company in the United States, we stand committed to providing the very best smoked seafood delicacies to our customers, near and far, and take great pride in being at the forefront of the seafood sustainability movement. Our authenticity has transcended from generation to generation and we pursue excellence in everything we produce and everyone we employ. We stand committed to our Values and our culture, providing us the opportunity to serve our friends and neighbors. Acme manufactures and distributes its products in the U.S. under four core brands (Acme, Blue Hill Bay, Ruby Bay, and Spence) and private labels through leading retail and food service institutions. The company operates manufacturing sites in New York, North Carolina, Florida, Massachusetts, South America and Europe.
Ethics Statement: Acme Smoked Fish Corporation is committed to creating a diverse and inclusive workplace that fosters respect, collaboration, and innovation. We value the contributions of every employee and expect them to uphold the highest standards of ethical conduct and professional integrity. We are an equal opportunity employer. We do not tolerate or practice any form of discrimination, harassment, or misconduct based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other protected characteristic. We comply with all applicable laws and regulations regarding labor rights, human rights, environmental protection, and data privacy.
What You Will Do At Acme:
Accurately take and enter customer orders while confirming logistics and ensuring a smooth order process. Develop a strong understanding of customer accounts and maintain regular communication via phone and email to support order frequency. Recommend product bundles and suggest relevant items to both new and existing customers to help increase average order value. Maintain in-depth knowledge of Acme's product lines, industry terminology, and internal operations. Collaborate closely with outside sales representatives to support customer relationships and sales growth. Provide assistance with Fish Friday online sales initiatives as needed. Build rapport and establish credibility with new customers, including both traditional and emerging account types. Use CRM software to manage customer data, maintain accurate account details, and track interactions. Support sales and customer service goals by contributing to team objectives and initiatives. Deliver clear and timely customer updates to the department manager. Coordinate with the finance team to ensure accurate and timely billing. Partner with the Order Fulfillment and Fleet teams to quickly resolve any customer order issues. Perform other duties as assigned to support department and company goals. Your Education & Experience:
High School Diploma or equivalent required 2+ years of experience in customer service role. Experience in food manufacturing, seafood or specialty food industry a plus. Proven experience in customer orientation, and ability to adapt/respond to different types of personalities. Bi-lingual (Spanish-speaking) a plus. Demonstrated ability to manage escalations and resolve customer inquiries in a timely manner. Your Skills & Abilities:
Excellent verbal and written communication skills. Proven sales and customer service abilities. Strong interpersonal skills and a collaborative mindset; able to work effectively across departments in a fast-paced, evolving environment. Advanced problem-solving skills with a keen attention to detail. Skilled in phone-based customer interactions, including active listening and effective issue resolution. Proficient in computer applications, including Microsoft Office and CRM software. Experience with EDI file processing. Familiarity with ERP systems, particularly Infor M3. Positive attitude and a strong commitment to customer satisfaction. Willingness to work flexible hours, including evenings, weekends, and holidays as needed. Completion of all assigned and required training programs, including standards of work. Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer or Prolonged periods of standing. Work environment - office and occasional production floor. The ability to work in cold (32 to 45F) and wet environment. Exposure to uneven ground and floor angels. Stretching, bending, pulling, etc No travel is required for this role. Health & Safety Requirements:
Observe and follow all safety rules. Wear required PPE. Follow mandated OSHA regulations. Report all incidents including near misses immediately. Compensation Range: $25.00 - $28.00/hour
*This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs.
What's In It For You:
Competitive compensation including annual discretionary bonus. Opportunity to choose the medical plan that works best for your family. Flexible spending accounts (Medical + Dependent Care). Health Savings Account option with quarterly employer contributions. 401(k). Dental Insurance. Vision Insurance. Company Sponsored Group Term Life. Voluntary Life Insurance options for you and your dependents. Paid time off including company and floating holidays. Tuition Reimbursement. Paid Parental Leave. CASH employee referral program.
Our Acme Legacy & Culture: Acme Smoked Fish is a seafood processor, purveyor, distributor and more, built on a foundation of quality, innovation, long lasting relationships, passion, and positive stewardship to our seafood communities. As the largest specialty smoked seafood company in the United States, we stand committed to providing the very best smoked seafood delicacies to our customers, near and far, and take great pride in being at the forefront of the seafood sustainability movement. Our authenticity has transcended from generation to generation and we pursue excellence in everything we produce and everyone we employ. We stand committed to our Values and our culture, providing us the opportunity to serve our friends and neighbors. Acme manufactures and distributes its products in the U.S. under four core brands (Acme, Blue Hill Bay, Ruby Bay, and Spence) and private labels through leading retail and food service institutions. The company operates manufacturing sites in New York, North Carolina, Florida, Massachusetts, South America and Europe.
Ethics Statement: Acme Smoked Fish Corporation is committed to creating a diverse and inclusive workplace that fosters respect, collaboration, and innovation. We value the contributions of every employee and expect them to uphold the highest standards of ethical conduct and professional integrity. We are an equal opportunity employer. We do not tolerate or practice any form of discrimination, harassment, or misconduct based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other protected characteristic. We comply with all applicable laws and regulations regarding labor rights, human rights, environmental protection, and data privacy.