Customer Success Rep II: Order Management & Support (Hybrid)

Dawn Foods Global; Jackson (MI); Hybrid; USD 50,000 - 76,000; Full time

Benefits offered by this job

Health insurance on Day 1

Competitive pay

401(k) match

10 paid company holidays

Paid time off

Professional training

Family-owned business over 100 years

Career advancement opportunities

Job summary

Dawn Foods is seeking a Customer Success Representative II to be the initial point of contact for customers and our sales team, supporting order processing and resolving issues across cross-functional teams.

The role emphasizes delivering best-in-class service, owning account communications, and guiding customers through shortages, returns, and credits while collaborating with Sales and Operations in a hybrid office setting in Jackson, MI.

Qualifications

• High school diploma/GED required.
• A minimum of 3 years of customer service experience in an office or similar professional environment assisting customers through issue resolution.
• Relevant experience in a Supply Chain/Distribution support-related role may also be considered.
• Strong problem-solving skills.
• Detail-oriented with the ability to multitask and work independently.
• Excellent verbal and written communication skills.

Responsibilities

• Manage assigned accounts with regular check-ins, order updates, and drive the e-commerce platform.
• Notify customers about shortages or delays with timelines and options.
• Account ownership of House Accounts, including all communication & order management.
• Mentor CSR I by training and guiding troubleshooting/escalations.
• Collaborate with peers and Sales during PTO coverage to complete essential tasks.
• Manage customer concerns/credit process and process return authorizations with approvals.
• Coordinate with cross-functional teams to troubleshoot issues and ensure excellent service.
• Utilize Salesforce to enter Customer Leads and Sample Requests with proper documentation.
• Work with Transportation to plan deliveries and communicate territory changes.
• Be a Subject Matter Expert for Dawn-facilitated platforms.
• Perform other duties as assigned by Customer Success management.

Skills

Customer service

Problem-solving

Communication

Multitasking

Detail-oriented

Independent worker

Education

High school diploma/GED

Tools

Salesforce

SAP

Job description

Dawn Foods is seeking a Customer Success Representative II to be the initial point of contact for customers and our sales team, supporting order processing and resolving issues across cross-functional teams.

The role emphasizes delivering best-in-class service, owning account communications, and guiding customers through shortages, returns, and credits while collaborating with Sales and Operations in a hybrid office setting in Jackson, MI.