Customer Support Specialist

About SPA Food Group

SPA Food Group is a dynamic food processing and distribution company dedicated to high-quality food products and exceptional service in retail, hospitality, and wholesale channels. With growth in domestic and international operations, the company values reliability, customer centricity, innovation, and sustainability.

Position Overview

As a Customer Support Specialist, you will be a key part of the customer experience team, handling inbound customer inquiries, assisting with order processing, coordinating deliveries, resolving product or service issues, and maintaining accurate customer account data. You will work closely with sales, logistics, production, and other internal teams to ensure customers receive a seamless and positive experience. This role requires excellent communication skills, a proactive mindset, and a strong orientation toward customer satisfaction.

Key Responsibilities

Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.

Process new orders, modify existing orders, coordinate with logistics / warehouse to track shipments, and ensure accurate and on-time delivery.

Resolve product, delivery, or service issues—investigating root causes and working with internal teams (sales, production, quality, logistics) to drive resolution.

Maintain and update customer account information in CRM and internal systems : order history, contact details, preferences, issue logs.

Provide customers with product information, availability updates, pricing, and after-sales support.

Monitor service level agreements (SLAs) and ensure timely follow-up and closure of customer cases.

Capture recurring customer feedback and trends (e.g., complaints, product issues, delivery problems) and report to management for process improvement.

Participate in training sessions to stay current on company products, systems, and policies.

Collaborate with the sales team to identify upsell or cross-sell opportunities when appropriate.

Qualifications & Experience

Bachelor’s degree in Business Administration, Communications, Supply Chain, Food Science, or related field (or equivalent work experience).

1+ years of experience in customer service / support roles—preferably in the food manufacturing / FMCG / distribution industry.

Excellent verbal and written communication skills; strong interpersonal skills and ability to build rapport with customers and internal stakeholders.

Strong organizational, multitasking, and attention-to-detail skills; able to manage multiple customer cases simultaneously.

Proficiency with CRM systems (e.g., Salesforce, SAP CRM, Zoho) and MS Office (Excel, Word).

Customer-first mindset, problem-solver, self-motivated and able to work independently and as part of a team.

Ability to handle escalations and maintain composure under pressure.

Compensation & Benefits

Base Salary : Approximately : $60,000 to US $90,000 per year, depending on experience, location and responsibilities.

Bonus / Incentives : Eligible for performance-based bonus or incentive program tied to customer satisfaction metrics, order accuracy, SLA compliance, or upsell contributions.

Benefits package include :

Medical, dental and vision insurance (for employee + optional dependent coverage)

401(k) retirement savings plan with employer match

Paid time off (PTO), holiday leave, sick leave

Parental leave / family leave (as company policy allows)

Employee discounts (on company products, if applicable) or other staff perks

Professional development / training opportunities

Flexible work arrangement (remote or hybrid) depending on location

Wellness programs (e.g., employee assistance program, mental health resources)

Core Competencies

Customer-centric approach : understands and anticipates customer needs, shows empathy.

Clear communication and professionalism in all interactions.

Problem solving : able to analyse issues, propose solutions, escalate appropriately.

Attention to detail and strong organizational skills.

Collaborates well with internal teams; adapts to changing tasks and priorities.

Continuous improvement mindset : seeks feedback, learns new tools / processes, helps improve experience.

Requirements

Bachelor’s degree in Business Administration, Communications, Food Science, Supply Chain Management, or a related field.

An equivalent combination of education and relevant work experience may be accepted.

Experience Requirements

1–2 years of professional experience in customer service, client support, or order management, preferably within the food manufacturing, FMCG, or distribution industry.

Proven experience handling customer inquiries, managing orders, and resolving service or delivery-related issues.

Prior experience using CRM software (e.g., Salesforce, SAP CRM, Zoho) and enterprise systems.

Background in working with cross-functional teams such as logistics, production, and sales is an advantage.

Benefits

• Health and Wellness : Medical, dental, and vision insurance
• Financial Benefits : Competitive salary, bonuses, 401(k) or retirement plan matching
• Professional Growth : Training programs, mentorship, education assistance
• Work-Life Balance : Paid time off, flexible work schedules, parental leave
• Employee Recognition : Employee engagement and recognition programs