Job Description

Rhee Bros., Inc. is one of the largest importers of Asian food in the United States. Our mission is to provide our customers with best-in-class distribution services through innovative products, sourcing, and logistics solutions in Pan-Asian Food. Located in Hanover, MD, Rhee Bros currently serves independent Asian retailers, wholesale grocery and chain retailers, food service distributors, chain restaurants, and manufacturers. At Rhee Bros, our employees are the heart and soul of what we do. For two generations, we’ve become more diverse with talented professionals from all walks of life and backgrounds, and we aim to continue that tradition for years to come. Rhee Brothers’ main distribution center in Hanover, MD, serves as the heart of our operations. Here, our dedicated warehouse and transportation teams manage over 20,000 cases of dry, refrigerated, and frozen products daily. We prioritize food quality and take great pride in maintaining the highest standards of safety and cleanliness in our warehouses, located in both Irwindale, CA, and Hanover, MD. As a third-party food safety audited facility, Rhee Brothers is committed to delivering excellence in every aspect of our service.

Job Title: Senior Customer Support Representative

Reports to: Customer Service Manager

The Senior Customer Support Representative serves as a key contact for customers, responding to inquiries, resolving issues, and supporting the sales team to ensure a positive customer experience. This role works closely with various departments across Rhee Bros to provide coordinated service and support. The representative listens carefully to customer needs, offers timely and effective solutions, and maintains a professional and positive approach. Success in this role requires strong communication skills, creative problem-solving, and a commitment to delivering service that reflects the company’s values and dedication to customer satisfaction.

Key Responsibilities:

Customer Excellence

• Serve as the main point of contact for customers, responding to inquiries promptly and professionally.
• Build strong, long-term customer relationships through clear and responsive communication.
• Identify the root cause of customer issues, coordinate with internal teams, and follow through to resolution.
• Use internal tools and systems to deliver accurate and timely technical support.
• Foster customer loyalty by understanding individual needs and delivering personalized service.

Quality and Process Improvement

• Coordinate with the sales team on planning, meeting schedules, and customer priorities.
• Assist with lead qualification and support cross-functional project coordination.
• Analyze feedback to identify recurring issues, suggest improvements, and work with supervisors to enhance service quality.
• Keep thorough records of customer interactions for transparency and follow-up.
• Provide consistent updates to customers regarding the status of their issues.

Administrative

• Process returns and credits efficiently, prioritizing key customer accounts.
• Assist with internal procedures related to credit processing and return policies.
• Accurately maintain customer service logs and databases.

Requirements:

• Prior experience in customer service or support role with strong customer relationship skills.
• High school diploma or equivalent required.
• Excellent verbal and written communication skills, with the ability to resolve issues professionally.
• Proficiency in Microsoft Excel, Word, Outlook, and working collaboratively across teams.
• Bilingual in English and Korean; knowledge of Spanish or Chinese is a plus.

Rhee Bros., Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, gender, sexual orientation, marital status, disability, or any other class protected by federal, state, and local laws.

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