Customer Experience Specialist

Orlando Food Sales Inc. (OFS) is seeking a highly organized, service-focused Customer Experience Specialist to support the full customer journey across customer service, order management, e-commerce support, inbound inquiries, and brand communications. As a key front-line representative of OFS and our brands, this individual will often be one of the first direct points of contact for customers and is responsible for creating a positive and professional experience while representing our company, brands, and products with confidence and care.

The Customer Experience Specialist works closely with other departments to process and manage customer orders, respond to customer and consumer inquiries, manage Hub Spot communications, support inbound sales opportunities, and coordinate the resolution of customer issues. This role requires developing and maintaining a strong understanding of our full portfolio of products and brands to effectively answer questions, resolve concerns, and identify potential opportunities.

The ideal candidate is proactive, detail-oriented, solutions-focused, and an effective communicator who demonstrates sound judgment, empathy, professionalism, and consistent follow-through.

Orlando Food Sales Inc. (OFS) is seeking a highly organized, service-focused Customer Experience Specialist to support the full customer journey across customer service, order management, e-commerce support, inbound inquiries, and brand communications. As a key front-line representative of OFS and our brands, this individual will often be one of the first direct points of contact for customers and is responsible for creating a positive and professional experience while representing our company, brands, and products with confidence and care.

The Customer Experience Specialist works closely with other departments to process and manage customer orders, respond to customer and consumer inquiries, manage Hub Spot communications, support inbound sales opportunities, and coordinate the resolution of customer issues. This role requires developing and maintaining a strong understanding of our full portfolio of products and brands to effectively answer questions, resolve concerns, and identify potential opportunities.

The ideal candidate is proactive, detail-oriented, solutions-focused, and an effective communicator who demonstrates sound judgment, empathy, professionalism, and consistent follow-through.

• Work closely with the Sales Team and internal departments to maintain a high level of customer experience and satisfaction
• Respond professionally and proactively to customer inquiries, concerns, and service issues while maintaining a positive, solutions-oriented customer experience
• Support customers with product information, documentation requests, pricing questions, inventory updates, and general account needs
• Maintain accurate customer communication records and follow-up activities to ensure accountability and continuity of service
• Serve as a professional point of contact for customers and consumers, ensuring inquiries are handled with responsiveness, accuracy, and appropriate follow-through

• Process and manage customer orders accurately through EDI, customer portals, email, and manual entry, verifying pricing, quantities, ship dates, warehouse details, delivery requirements, and customer-specific instructions
• Build and manage warehouse and container orders for assigned customers, ensuring order details are accurate and aligned with customer requirements
• Monitor open orders from receipt through delivery, coordinating with internal teams and proactively communicating changes, delays, substitutions, back-orders, and shipment activity
• Research and resolve order discrepancies, pricing, delivery, and invoice-related issues while maintaining accurate customer, order, pricing, and shipping information within the company's ERP system

• Manage e-commerce customer and consumer inquiries, including order status, tracking, missing or damaged products, fulfillment errors, returns, replacements, and other service-related concerns
• Support incoming inquiries through phone and other customer communication channels, ensuring questions are answered or routed appropriately with timely follow-through
• Take ownership of customer and consumer issues from initial inquiry through resolution, providing…