Customer Service & Wholesale Support Specialist

About Fischer \& Wieser Specialty Foods, Inc. Fischer \& Wieser Farmstead is a national manufacturer of specialty food products based in Fredericksburg, Texas. For more than 50 years, our mission has been to create flavorful experiences that make people happy. We take pride in producing top\-quality products, supporting one another like family, serving our customers with excellence, and doing the right thing even when it isn't the easiest path. We work hard, care about the people around us, and believe a little laughter along the way makes the journey better. We are looking for team members who communicate well, enjoy building relationships, and take pride in representing our company. Successful candidates are professional, customer\-focused, willing to learn, and committed to delivering exceptional service. Ready to Grow Something? The Customer Service \& Wholesale Support Specialist is responsible for processing customer orders, maintaining customer account information, providing day\-to\-day customer service, and supporting the company's Specialty Wholesale business. This position serves customers across multiple sales channels and accounts as assigned and works closely with Sales, Shipping, Production, Accounting, and other departments to ensure accurate order processing, timely communication, and resolution of customer concerns. The position also provides dedicated support for Specialty Wholesale customers, brokers, sales representatives, and the company's online wholesale platform, Faire. The ideal candidate is detail\-oriented, customer\-focused, organized, and comfortable managing multiple priorities in a fast\-paced environment. Your Mission Provide accurate order processing, dependable customer service, and dedicated Specialty Wholesale support while maintaining timely communication with customers, brokers, sales representatives, and internal departments. What You'll Own Order Entry \& Order Management Receive, review, and accurately process customer orders and sample requests in the company's ERP system, ensuring all product information, quantities, pricing, requested ship dates, and shipping instructions are correct. Process orders received through EDI, wholesale platforms, email, and other ordering channels as assigned. Monitor open orders, product availability, requested ship dates, and order statuses, maintain accurate records, and communicate updates to customers and internal teams. Coordinate with Sales, Production, Shipping, and other departments to address order changes, shortages, shipping concerns, and other order\-related issues. Research order discrepancies, including pricing errors, short shipments, and other fulfillment concerns, and assist with resolving issues in a timely manner. Customer Service \& Account Support Respond professionally and promptly to customer inquiries by phone and email regarding orders, products, availability, shipping, account information, and other customer needs. Research customer concerns and coordinate with appropriate internal departments to resolve issues, escalating matters requiring management review or approval. Create and maintain accurate customer accounts within company systems, including contact information, billing and shipping details, pricing, and other required account information. Collaborate with Accounting regarding payment information, credit status, invoice discrepancies, and other account\-related questions as needed. Specialty Wholesale \& Faire Support Provide day\-to\-day customer service and order support for Specialty Wholesale customers, including processing orders received through Faire, brokers, sales representatives, and other approved channels. Monitor and respond to customer inquiries and messages through the Faire wholesale platform in a professional and timely manner. Assist with maintaining accurate Faire product listings, inventory availability, pricing, lead times, minimums, and other platform settings. Support the execution of approved Faire promotions, customer communications, new product launches, and other Specialty Wholesale initiatives. Maintain working knowledge of Specialty Wholesale products, pricing, ordering policies, and promotional programs to provide accurate customer support and identify matters requiring management approval. Broker \& Sales Support Provide customer service and administrative support to Specialty Wholesale brokers and sales representatives, including responding to inquiries regarding products, pricing, availability, orders, shipping, and company policies. Coordinate approved sample requests and product shipments for brokers, sales representatives, and prospective customers. Assist with providing brokers and sales representatives with current product information, price lists, sales materials, promotional updates, and other approved resources. Route sales opportunities, special pricing requests, and other matters requiring Sales involvement to the appropriate Team Member. The Right Ingredients Qualifications High school diploma or GED required. Bachelor's degree or other post\-secondary degree highly preferred. Minimum 1–2 years of experience in customer service, order processing, administrative support, wholesale account support, or a related role required. Proficiency with Microsoft Outlook, Excel, Word, and other standard office software required. Strong written and verbal communication skills with the ability to communicate professionally with customers and internal Team Members required. Experience working with ERP, EDI, order management, wholesale, or e\-commerce systems preferred. Experience in food manufacturing, distribution, specialty retail, or a related industry preferred. Bilingual English/Spanish preferred. Knowledge, Skills \& Abilities Attention to detail and accuracy in order entry and recordkeeping. Excellent organizational, communication, and customer service skills. Effective problem\-solving, follow\-up, and prioritization. Proficiency with or ability to learn AccountMate, TrueCommerce, Faire, and other company systems. Working knowledge of company products, pricing, ordering policies, and shipping practices. Ability to work across departments, adapt to changing priorities, and maintain confidentiality. Reports To Customer Service \& Sales Operations Manager Compensation \& Benefits Compensation will be based on experience and qualifications. Location \& Travel Requirements This is a full\-time, on\-site position at our Fredericksburg, Texas Corporate Office. This position is not eligible for remote work. Typical Schedule: Monday – Friday, 8:00 a.m. – 5:00 p.m. No travel is anticipated as part of regular job duties. The position involves primarily seated work with regular computer and telephone use, including repetitive typing and data entry. Occasional lifting, carrying, or moving of boxes, product samples, office supplies, and other materials weighing up to 15 pounds may be required. The position may occasionally assist with loading, unloading, and transporting light supplies, product samples, and materials for company\-related activities. Regular interaction with customers and Team Members occurs by phone, email, online platforms, and in person. Occasional visits to Production and Shipping areas may be required while following applicable safety procedures.