Job Description

Company:

REMA FOODS, INC. has been a leader in importing quality foods since 1964. We source everyday and specialty products—like tuna, olives, oils, and mushrooms—from over 50 countries. Our clients, including Fortune 500 companies, rely on us for sourcing, quality control, logistics, and more. Find out more here:

Role:

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.

Responsibilities:

• Lead and Supervise Team : Manage a team of 4–6 customer service representatives, providing mentorship, training, and motivation to ensure high performance and morale.
• Retail Account Management : Oversee day-to-day operations for key retail accounts (e.g., Walmart, Kroger, Dollar General), including issue resolution, order accuracy, and client communication.
• Portal and EDI Oversight : Ensure timely and accurate entry into retail portals (e.g., Retail Link, DG Compass) and oversee EDI transactions to reduce errors and improve efficiency.
• New Item and Customer Onboarding : Coordinate launches of new products and set up new retail accounts, ensuring all processes are executed accurately and on time.
• Cross-Functional Collaboration : Work with internal teams (Sales, Logistics, Supply Chain, A/R) to align service goals and resolve issues quickly.
• Drive Process and Service Improvements : Continuously evaluate and improve processes to enhance team productivity, customer satisfaction, and service quality.

Requirements:

Experience:

• 5–10 years of customer service experience with retail accounts (Walmart, Kroger, etc.).
• 3–5 years of supervisory experience managing teams of 4–6 people.
• Experience onboarding new accounts and managing new item setups.

Technical Skills :

• Proficiency in Excel (assessment required), EDI systems, and ERP tools like SAP or Microsoft Dynamics BC.
• Familiarity with retail portals such as Retail Link (Walmart) and DG Compass (Dollar General).
• Ability to identify and correct errors and manage item cross-reference numbers.

Industry Knowledge :

• Preferred background in food-related customer service; experience with pharmaceuticals, pet food, or vitamins also acceptable.
• Claims management experience (e.g., damages, shipping discrepancies) is essential

Leadership & Communication :

• Strong ability to coach, develop, and communicate with team members.
• Adaptable self-starter with a solution-oriented mindset and a focus on boosting team morale.

Organization & Multitasking :

• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong follow-through and attention to detail are critical

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.

Job Tags

Similar Jobs