Customer Success Representative 2

1 week ago

Any City, United States Dawn Foods Full time
About Dawn Foods

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution, dedicated to helping customers grow their business through meaningful partnerships, research-driven insights, and innovations.

Job Purpose and Overview

The Customer Success Representative 2 is the initial point of contact for customers and our sales team, providing support in various aspects of order processing. This role is responsible for ensuring operational excellence through extended knowledge, responsibility, and processes.

Key Responsibilities
  • Manage assigned accounts through open lines of communication, including regular check-ins, order updates, and driving e-commerce platform.
  • Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
  • Account ownership of House Accounts, including all communication and order management with the customer.
  • Mentor CSR I's by providing training and working with them on troubleshooting/escalations.
  • Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively.
  • Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.).
  • Collaborate directly with cross-functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
  • Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals.
  • Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments.
  • Be a Subject Matter Expert for all Dawn facilitated platforms.
Requirements
  • High school diploma/GED
  • 3+ Years of Customer Service in an office environment assisting customers through issue resolution
  • Relevant experience in a Supply Chain/Distribution support related role can also be considered
  • Strong Problem Solving Skills
  • Detail Oriented with the ability to multi-task and work independently
  • Excellent verbal and written communication skills
Preferred Qualifications
  • Bilingual (Fluency in Spanish Highly Preferred)
  • Salesforce Experience
  • SAP Experience
About Our Benefits

Dawn Foods is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings.

We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness.

Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits.

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