Customer Success Account Specialist

2 months ago

Pleasant Prairie, United States Good Foods Group, LLC Full time

Job Summary:

The Customer Success Account Specialist reports to the Customer Success Manager and provides best in class experience for Good Foods’ business customers. This position supports Club, Retail and Private label business development activities including processing and analyzing sales orders, facilitating customer order change requests, reviewing promotional activities, inputting customer specifications, populating portals, and maintaining sales forecasts. In addition, the Customer Success Specialist will support additional Sales and business functions, which may include involvement in or management of e-commerce/online store, samples requests, consumer feedback/complaints, new item commercialization and other cross-functional projects.

Job Responsibilities:

Responsible for opening and maintaining customer accounts, recording and keeping data integrity for all relevant account information Always growing and expanding knowledge of the company, the industry, and our products. Prompt identification, communication and resolution of product or service problems and customer complaints Prepare product or service reports and KPIs by collecting and analyzing customer information Maintain customer setup forms to ensure accuracy of pricing and promotions Work closely with Sales and Operations Planning to ensure that orders are scheduled and shipped according to due dates Identify continuous process improvements to customer service, order processing, and fulfillment activities to enhance the customer experience Monitor, measure, and improve the customer service experience through data analysis, customer surveys, and face-to-face interactions Comply with all Company rules, regulations and policies Perform other duties as assigned

Qualifications:

Associates Degree/ Bachelor’s Degree or equivalent experience 1-2 years previous work experience in a similar role Proficient in the use of Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Access) Previous experience working in various online portals, platforms, reporting tools and systems, pivot tables, etc.

Additional Skills:

Knowledge of food industry is preferred Highly professional and approaches others in a tactful manner; reacts well under pressure Ability to problem solve and provide strategic solutions quickly Attention to detail and the ability to identify data patterns Ability to read, comprehend and follow complex written instructions Strong communication and written skills Must be a self-starter and able to work without close supervision Willingness and ability to work in a team environment Must have strong interpersonal skills such as: communication, organization, confidence, respect, fairness, integrity, influence, delegation, facilitator, negotiation, willingness, etc. Ability to use independent judgement skills and decision-making skills to resolve situations while maintaining confidentiality Ability to multi-task, manage workload and meet deadlines Ability to work in a fast-paced environment, while being able to make sound decisions Ability to define problems, collect data, establish facts and draw valid conclusions Ability to respond to common inquiries and complaints from customers, regulatory agencies, employees and members of the business community

Travel:

This position may require some travel

Work Environment:

Typical office environment Offices with equipment noise Offices with frequent interruptions Mostly indoor office environment with windows If time is needed in the plant, the employee may be subject to production environment (Wet environment with temperatures in the range of 38 to 40 degrees) If in the plant, required to use personal protective equipment (PPE) to enforce Good Food Manufacturing (GMP’s) processes

Physical Requirements:

Use hands to find, handle, touch and manipulate items. Speak and/or hear Stand for extended periods, walk and reach with hands or arms Occasionally stoop, reach, crouch, twist and walk Have vision abilities to include proximate vision, color vision and the ability to adjust focus as well as be able to effectively see and process computer generated images on a screen Must be able to lift up to 40 pounds occasionally Able to work overtime and/or weekends

Direct Report(s):

None

This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a particular job. It is intended only to be a general description of the essential functions common to positions of this type. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. #J-18808-Ljbffr

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