Client Order Account Specialist (on-site)

Job Description

JOB SUMMARY: The Client Order Account Specialist is responsible for delivering high-quality support to customers by managing orders, resolving issues, and ensuring clear communication between departments. This role is hybrid in structure, requiring regular travel between our corporate office in Lake Mary, FL, and our manufacturing facility in Eustis, FL. While the role involves working from multiple locations, it is fully office-based and not remote.

As a key liaison between customers, sales, logistics, and production teams, the Client Order Account Specialist ensures a seamless experience across all customer touchpoints. The ideal candidate is highly organized, detail-oriented, and capable of working effectively in a fast-paced, collaborative environment. Success in this role requires strong organizational, analytical, and interpersonal skills, along with the ability to thrive in a fast-paced, high-pressure environment.

MINIMUM REQUIREMENTS:

Associate degree preferred and/or a commensurate amount of related work experience in a business-related field along with distribution/retail account experience.

3 to 5 years minimum Customer Service experience is a must.

3 to 5 years of office administrative experience is a must.

Prior experience in a manufacturing environment, particularly within the food and beverage industry, is highly preferred.

Experience with ERP systems, especially Microsoft Business Central, is preferred.

Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) is required.

Flexibility to commute between the Eustis manufacturing facility and the corporate office in Lake Mary is necessary.

SKILLS, TRAITS, & COMPETENCIES:

Excellent oral and written communication skills.

Excellent planning and organization skills.

Ability to interact directly with customers and build relationships.

Ability to interact with and assist with the Sales team, as this is a direct relationship.

Proven ability to communicate with customers using professional and pleasant etiquette via telephone and email.

Ability to solve problems independently and handle multiple tasks and projects simultaneously.

KEY DUTIES AND RESPONSIBILITIES:

Order Management: Review pricing, lead times, product availability, and shipping status to ensure accurate and timely order processing.

Customer Relationship Building: Establish and maintain positive relationships with customers to enhance satisfaction and loyalty.

Maintaining Customer Records: Updating and managing customer information in the company's CRM system.

Communication: Respond promptly and professionally to emails, inquiries, and complaints, following up as necessary to ensure complete customer satisfaction.

Order Monitoring: Review the open order report daily, notifying customers of any changes and addressing concerns proactively.

Team Collaboration: Work closely with various teams to uphold and enhance our customer service standards.

Sales Support: Collaborate with Sales Account Managers on pricing and specific requirements to ensure customer satisfaction and retention.

International Shipments: Understand and manage international shipments and customs documentation, including obtaining freight quotes.

Regulatory Coordination: Assist with document requests by liaising with the Regulatory Department.

Returns Management: Initiate Return Authorizations or Credit Memos as necessary and follow up until resolution.

Training: Participate in the training of new customer service team members, sharing the best practices and insights.

Documentation: Recording customer interactions, including inquiries, complaints, and actions taken.

Monitoring Customer Satisfaction: Tracking customer satisfaction levels and identifying areas for improvement.

Adhering to Policies and Procedures: Following company guidelines and policies to ensure consistent customer service.

REQUIREMENTS:

Office-based hybrid model with required presence at both corporate and manufacturing sites.

Fast-paced, team-oriented setting requires multitasking and quick problem-solving.

COMPANY OVERVIEW:

Florida Food Products (FFP), headquartered in Lake Mary, FL, is one of the world's leading independent providers of natural ingredients. With a legacy spanning over 70 years, we deliver a diverse portfolio of clean label ingredients and innovative system solutions to the food and beverage industry. Our commitment to quality and performance is reflected in our American-made products, which enhance both taste and functionality. Backed by advanced manufacturing capabilities, we specialize in fermentation, patented cold brew extraction, custom flavor development, and a range of drying and blending technologies. Operating from four state-of-the-art facilities strategically located across the U.S., we ensure the accessibility of real, high-quality ingredients—helping our customers create better-for-you food and beverage for consumers.

Full-time