Regional Account Manager

Rishi Tea & Botanicals is one of the fastest-growing and category-leading premium tea brands in the U.S. Our remarkable teas and botanicals are served in tens of thousands of premier cafés, restaurants, and hospitality destinations globally, as we partner with the most respected names in the culinary and hospitality world. Founded in 1997 by Josh Kaiser, Rishi charted a new course for the tea industry: sourcing teas and botanicals from the world’s best producers, building long-term relationships directly with farmers, and bringing exceptional quality to market without compromise and with culinary creativity.

As a result, Rishi has become a vanguard of Direct Trade within the tea industry. This philosophy defines our brand as both consumers and operators alike increasingly seek transparency, authenticity, and excellence.

Today, Rishi is a rapidly scaling omnichannel brand expanding across eCommerce, Away From Home, and retail with a diverse product portfolio spanning loose leaf tea, sachets, matcha, iced tea, tea concentrates, and ready-to-drink sparkling tea. The pinnacle of our assortment is our limited-release Garden Direct tea program. Garden Direct represents the highest expression of Rishi’s sourcing expertise: ultra-small-lot teas selected directly from exceptional gardens, often harvested seasonally and produced in limited quantities.

These teas showcase rare varietals, distinctive terroir, and craftsmanship that cannot be replicated at scale.

As Rishi continues to rapidly scale and redefine the premium tea category, this is a moment to join a brand with momentum, purpose, and the ambition to shape the future of how the world experiences tea.

The Regional Account Manager (RAM) is a highly knowledgeable, professional, and courteous guide to the world of Rishi Tea & Botanicals responsible for building strong partnerships with new and existing customers within their assigned territory by delivering best-in-class customer service and effectively managing the order lifecycle for these customers. Poised to have frequent communications with the region’s customers, the RAM will play a critical role in supporting sales initiatives with customers, and ensuring customer feedback and insights are captured, documented, and shared with the Regional Sales Manager, and/or the Territory Sales Executive supporting the account.

In addition to managing the order lifecycle, the RAM will support several aspects of the account management activities and database upkeep, such as setting up new customers in our ERP system, and supporting customer sample orders.

• Embody the Rishi mission:
  To be the authoritative, vanguard practitioner of tea and botanical arts
• Deliver a consistent, exceptional level of Customer Service to new and existing customers
• Own the order lifecycle and tangential information to process wholesale and distributor orders within the assigned territory:
  • Enter into ERP wholesale and distributor orders and provide customer confirmation within 24 hours of receipt
  • Inform customers of any known OOS items, manage the backorder process for those items, inform customers of estimated back in stock dates, and suggest available substitutions
  • If unexpected OOS items are removed from sales orders at time of fulfillment, reach out to the customer to communicate through the backorder process
  • Coach customers on our wholesale guidelines for order minimums and free shipping thresholds, and upsell curated suggestions to present options for the customer to reach those thresholds
  • Update customers with order ETA and shipment tracking information
  • Respond and advise customers on questions relating to product availability, in stock status, product ingredients, customer specific pricing or wholesale pricing
  • Coordinate with finance team and Regional Sales Manager prior to releasing orders with any past due balances, or if the entered order would exceed customer credit limit
  • Collect LTL (Less than Truck Load) customer receiving requirement information and keep BC…