The Field Service Partner is responsible for strengthening relationships with existing accounts within an assigned territory. This role focuses on customer satisfaction, service recovery, product education, and identifying opportunities to enhance account value through upselling. The FSP is dedicated to building deep customer intimacy by being a trusted partner who ensures our company delivers consistent excellence in product, service, and reliability.

Key Responsibilities:

• Conduct regular onsite visits to customer locations, including back-of-house walkthroughs in kitchens, to ensure service expectations are consistently met.
• Serve as the primary point of contact for operational or service issues, escalating internally as needed to guarantee fast resolution.
• Develop strong relationships with chefs, managers, and decision makers by actively listening and responding to their evolving needs.
• Proactively identify opportunities to upsell products, introduce new items, or recommend solutions that improve the customer’s business.
• Collaborate with internal teams (sales, operations, quality control, procurement) to align on service quality and deliver improvements.
• Document customer feedback, trends, and insights to inform leadership on opportunities for innovation and improvement.
• Act as the customer’s advocate within the company, ensuring their voice drives continuous improvement.
• Other duties as assigned.

Qualifications:

• Experience in customer-facing roles (hospitality, food service, distribution, or account management preferred).
• Strong interpersonal and communication skills with the ability to build authentic trust.
• Ability to problem-solve quickly and resolve service concerns diplomatically.
• Knowledge of foodservice operations or produce distribution is a plus.
• Self-motivated, organized, and able to manage a territory with autonomy.

Success Metrics:

• High customer satisfaction scores and positive feedback.
• Retention of key accounts and reduction in churn.
• Growth in account revenue through upselling and product adoption.
• Fewer service escalations and faster issue resolution times.