JOB DESCRIPTION

JOB TITLE: OPERATIONAL ACCOUNT REPRESENTATIVE – ELEUTHERA

REPORTS TO: DIRECTOR OF TRANSPORTATION        

LOCATION: Harbour Island, Eleuthera (Supporting Harbour Island, Spanish Wells, Three Island Dock, and Mainland Eleuthera)

Position Summary

The Operational Account Representative serves as the primary field liaison between Sysco Bahamas, its customers, and third-party logistics providers throughout Northern Eleuthera. This position is responsible for ensuring customers receive their orders accurately, on time, and with the highest quality possible.

This role supports both Sales and Operations by managing the customer delivery experience, monitoring product quality, identifying service opportunities, facilitating credits, and driving continuous improvement in the local distribution process. The Operational Account Representative works directly with customers, third-party carriers, vessel operators, and Sysco departments to ensure product integrity is maintained throughout the supply chain and that customer concerns are addressed promptly and professionally.

This position is primarily based in Harbour Island but will support operations throughout Northern Eleuthera as business needs require (Spanish Wells, Three Island Dock, etc.).

Primary Areas of Responsibility

Customer Delivery & Service

• Coordinate and oversee the receipt and distribution of Sysco shipments arriving via third-party carriers, mail boats, freight operators, and full container deliveries.
• Ensure customers are notified promptly when shipments arrive and facilitate timely delivery or pickup.
• Serve as the primary point of contact for customers regarding delivery inquiries, product concerns, credits, and service-related issues.
• Build and maintain strong relationships with customers, receivers, chefs, purchasing managers, and business owners throughout Eleuthera.
• Assist customers with placing orders, resolving service concerns, and identifying opportunities to improve the customer experience and grow sales.

Quality Assurance & Product Integrity

• Inspect products upon arrival and delivery to verify quality, temperature integrity, condition, and accuracy.
• Monitor product dates, rotation practices, and overall product condition to ensure customer satisfaction.
• Identify, document, and communicate quality concerns, shipping discrepancies, shortages, damages, and mis-shipments.
• Complete accurate and timely documentation to support customer credits, claims, and service recovery efforts.
• Provide regular feedback to Sales, Transportation, Merchandising, and Operations regarding product quality trends and customer concerns.

Logistics & Operational Support

• Monitor third-party handling of Sysco products and report issues related to product mishandling, service failures, theft, damages, or cold chain interruptions.
• Investigate and document operational issues and recommend corrective actions to improve service performance.
• Work closely with internal departments to resolve delivery, inventory, quality, and customer service issues.
• Support the implementation of process improvements that enhance delivery execution, product quality, customer satisfaction, and operational efficiency.
• Assist with inventory verification and shipment reconciliation when required.
• Provide regular updates and reports on customer service levels, delivery performance, quality trends, and operational challenges within the Eleuthera market.

Future Delivery Operations Support

• Operate company delivery vehicles as required to support local delivery operations and maintain product integrity throughout the delivery process.
• Assist with delivery execution and customer service activities as local distribution capabilities expand.
• Ensure proper handling, loading, unloading, and transportation of temperature-sensitive products while maintaining cold chain requirements.

Safety & Compliance

• Observe all company safety rules, sanitation standards, and operating procedures.
• Maintain a safe working environment while operating at docks, customer locations, warehouses, and transportation facilities.
• Report safety concerns, incidents, and operational risks promptly.
• Ensure compliance with company policies regarding product handling, food safety, and customer service standards.

Other Responsibilities

• Operate forklifts, pallet jacks, and material handling equipment when required and appropriately certified.
• Perform other duties and special projects as assigned.

Education

• High School Diploma or equivalent required.

Minimum Experience

• 2 to 5 years of experience in customer service, transportation, logistics, warehouse operations, food distribution, sales support, or quality assurance.
• Experience working directly with customers in a service-oriented environment preferred.
• Experience with computerized inventory, order management, or customer service systems preferred.
• Forklift operator certification is preferred.
• Valid driver's license with a clean driving record preferred.

Skills

• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to work independently with minimal supervision.
• Ability to identify operational issues and develop practical solutions.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of inventory control and delivery operations.
• Proficient computer and keyboarding skills.
• Ability to prepare routine reports, correspondence, and documentation.
• Ability to establish professional relationships with customers, vendors, carriers, and internal stakeholders.
• Must be able to read, write, and speak English.

Physical Requirements

• Must be able to lift up to 80 pounds.
• Must be able to work outdoors in varying weather conditions.
• Must be able to walk, stand, bend, and climb for extended periods.
• Must be able to work on docks, vessels, warehouses, and customer locations.
• Must be able to work in refrigerated and frozen environments for prolonged periods when necessary.
• Must be capable of operating material handling equipment and delivery vehicles when required.

Work Schedule

• Monday through Friday
• Hours: 8:00 AM – 5:00 PM (One Hour Lunch Break)
• Must be available to flex work hours earlier or later based on vessel arrival schedules, container deliveries, and customer requirements.
• Must be available to work weekends and holidays when necessary to support customer deliveries and operational needs.