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.
Key Responsibilities
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.
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.
What Makes You a Great Fit
High School Diploma or equivalent with 2+ years of customer service experience.
Customer-focused professional with proven ability to adapt to different personalities and deliver positive experiences.
Experienced in managing escalations and resolving inquiries accurately and efficiently.
Strong verbal and written communication skills with confidence in phone-based customer interactions.
Demonstrated sales and service aptitude, including active listening and effective problem resolution.
Collaborative team player who works well across departments in a fast‑paced environment.
Detail-oriented with strong problem-solving and follow‑through.
Proficient in Microsoft Office, CRM platforms, and customer data management.
Experience with EDI file processing and ERP systems; Infor M3 experience a plus.
Background in food manufacturing, seafood, or specialty foods preferred.
Bilingual Spanish a plus.
Positive, flexible, and customer‑driven; willing to work evenings, weekends, and holidays as needed.
Committed to completing all required training and consistently following standards of work.
Benefits, Acme Style
Competitive compensation.
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.
Compensation Range: $25.00 - $28.00/hour.
Workspace Environment
Sitting at a computer working at a desk for prolonged periods of time.
Work environment – office and occasional production floor.
Who We Are & What We Believe 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.
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.
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Key Responsibilities
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.
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.
What Makes You a Great Fit
High School Diploma or equivalent with 2+ years of customer service experience.
Customer-focused professional with proven ability to adapt to different personalities and deliver positive experiences.
Experienced in managing escalations and resolving inquiries accurately and efficiently.
Strong verbal and written communication skills with confidence in phone-based customer interactions.
Demonstrated sales and service aptitude, including active listening and effective problem resolution.
Collaborative team player who works well across departments in a fast‑paced environment.
Detail-oriented with strong problem-solving and follow‑through.
Proficient in Microsoft Office, CRM platforms, and customer data management.
Experience with EDI file processing and ERP systems; Infor M3 experience a plus.
Background in food manufacturing, seafood, or specialty foods preferred.
Bilingual Spanish a plus.
Positive, flexible, and customer‑driven; willing to work evenings, weekends, and holidays as needed.
Committed to completing all required training and consistently following standards of work.
Benefits, Acme Style
Competitive compensation.
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.
Compensation Range: $25.00 - $28.00/hour.
Workspace Environment
Sitting at a computer working at a desk for prolonged periods of time.
Work environment – office and occasional production floor.
Who We Are & What We Believe 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.
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.
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