Customer Success Specialist (Temporary Position) / Spécialiste de la réussite client (Poste tem[...]

About Us

Earth Rated is driven by the knowledge that we can make things better. We are in constant pursuit of improvement and relentlessly challenge the status quo to impact our community positively.

Our Mission: Make everyday moments for people and their dogs simpler and better.

Our Vision: Empower dog owners to positively impact their dogs’ lives and the community around them.

At Earth Rated, we exist to make a difference.

That’s where you come in.

About the role

Reporting to the Customer Success Manager, your role as a Customer Success Specialist is to assist and meet all Customer expectations as it pertains to successfully managing their orders. Customer satisfaction is a cornerstone of our business and you are the first line of communication and integral in maintaining the supply chain relationship with our Customers within the capabilities of Earth Rated and its network partners. You are responsible for ensuring the flawless execution of order management and compliance with all Customer requirements to ensure satisfactory delivery of Earth Rated products, including for those Direct ship Customers. Your role encompasses everything from order to cash cycle including satisfactory issue management and resolution. You have EDI knowledge and are able to troubleshoot and resolve EDI issues.

*Temporary 18-month maternity leave replacement

• Manage orders in a timely and accurate manner, adhering to Requested Arrival Date (RAD) compliance
• Perform due diligence on incoming orders to ensure all data points are valid (items, quantity, UofM, pricing, MOQ’s, location)
• Remain responsible for EDI customer's inbound/outbound documents and their integration with NetSuite
• Responsible for the FOB customer’s order entry, POA, and invoicing
• Ensure that customers that have not ordered in the last month are solicited to ensure that they have ample inventory to maintain full shelves
• Maintain the order book management
• Ensure that month-end billing is completed on time and reported to the appropriate stakeholder
• Approve day-to-day orders, ensuring the inventory commitment is accurate and attainable
• Cross-verify the details in the purchase orders and identify discrepancies
• Flawless execution of all customers’ orders and requirements within their required compliance needs and in a timely and efficient way and complying with Earth Rated standards for Customer Service.

• Investigate and resolve all non-compliance fines in a timely manner while ensuring only valid non-compliance fines are being accepted
• Recommend opportunities for improvements in an effort to proactively manage and mitigate charges
• Conduct regular root cause analyses to drive EFO (Error Free Order)
• Manage the full OSD process

• Communicate with the inventory team to ensure out-of-stock alignment as well as communicate back-in-stock dates to customers

• Compare our operational forecast with those received from our customers and flag any discrepancies or points of concern to the Demand Planner

• 1-3 years in a customer success or order management role
• Experience with Netsuite, Salesforce and StockIQ considered an asset
• Experience in order execution and issue resolution, including managing OSDs (Overages, Shorts, and Discrepancies), return authorizations, and disputes, while maintaining clear, concise, and professional communication
• Strong collaboration skills to ensure seamless communication with sales and logistics teams
• A mindset for continuous improvement, with a focus on process automation and optimization
• Experience creating and updating Customer Success SOPs, including customer relations and order management
• A proactive approach to identifying process bottlenecks and proposing solutions
• A change-driven mindset, advocating for process improvements within the team and across functions

• Health & Dental Insurance funded 100% by Earth Rated
• Virtual health care & consulting services through Consult+
• Every-day catered gourmet lunches, snacks, and hot beverages
• Hybrid work model with in-office collaboration days on Tuesdays and Thursdays
• A collaborative work environment
• Paid vacation time off including an office closure from December 24 to January 1 inclusively
• Access to a massage therapist
• 24/7 access to Earth Rated’s very own gym UNLEASHED and daily personal trainers
• The ability to bring your dog to work!

Earth Rated is committed to diversity, equity, inclusion, & belonging. We value all of our team members and candidates as unique individuals, and we welcome the variety of experiences they bring to our company. We believe that every person should be treated equally regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law.