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Customer Success Analyst
2 months ago
We are seeking a highly skilled Customer Experience Specialist to join our team at Shelf Engine. As a key member of our operations team, you will play a critical role in helping us deliver exceptional customer experiences and drive business growth.
Key Responsibilities- Improve, analyze, and effectively communicate significant trends and opportunities for assigned customers.
- Identify and share issues that surface from daily operations with varying internal teams as appropriate.
- Be a team player on the CX team to support all needs for all customers, as needed.
- Determine operational issues and create SOPs to solve for new or existing challenges and inefficiencies.
- Work cross-functionally to manage the onboarding of new locations and categories for customers.
- Support and communicate with enterprise-level customers to solve issues using creative solutions.
- Understand project flows and play a key role in ensuring a successful customer relationship.
- Effectively and efficiently manage, track, and complete operational needs for customer-accounts.
- Clearly communicate and work with team members across the entire company on behalf of the customer.
- Create, manipulate, and interpret large data sets to understand the big picture while maintaining familiarity with day-to-day details.
- Participate in the weekend on-call rotation along with the entire CX team for all orders and customer communication, when required.
- Detail-oriented, analytical, and tech-savvy.
- Always strive for getting it done well and getting it done efficiently.
- Skilled at talking to a customer genuinely and clearly.
- Natural ability to manage a wide range of tasks from manual data entry to analyzing sets of data.
- 3-5+ years of customer service experience.
- Foodservice industry experience, specifically in ordering (strong plus).
- Intermediate MS Excel skills.
- Previously used Tableau (a big plus).
- Bachelor's degree or equivalent professional experience.
- Authorized to work in the U.S. for any employer.
- A unique opportunity to join a fast-growing sustainability startup early on, making a meaningful impact on the team as well as the environment.
- An inclusive work environment that emphasizes each team member's personal and professional growth.
- Competitive salary in the range of $65,000-$80,000 depending on skills and experience.
- Pre-IPO equity with a four-year vesting schedule.
- PTO that is unlimited and self-managed for full-time employees.
- 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents.
- Coverage for life insurance, short- and long-term disability, and access to a robust Employee Assistance Program.
- Optional employee contribution of pre-tax dollars to medical and dependent care FSA accounts.
- 401k plan through Guideline to contribute to your financial future.
- Seattle only: Company-paid ORCA transit card.
