Customer Success Specialist II (Hybrid)

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

Benefits offered by this job

Health insurance

401(k) match

Paid holidays

Paid time off

Professional training

Career advancement

Family-owned company

Job summary

Dawn Foods in Jackson, MI is seeking a Customer Success Representative II to be the first point of contact for customers and our sales team, handling order processing, issue resolution, and cross-functional collaboration to ensure an outstanding customer experience. The role requires at least 3 years of customer service experience, strong communication skills, and the ability to mentor CSR I’s.

This hybrid position requires in-office presence three days per week at the Dawn Home Office in

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.
• Strong problem-solving skills.
• Detail-oriented with the ability to multitask and work independently.
• Excellent verbal and written communication skills.

Responsibilities

• Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the 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, which includes all communication & 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.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.
• 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.
• Other duties and responsibilities as assigned by Customer Success management.

Skills

Customer service

Problem solving

Detail oriented

Verbal and written communication

Education

High school diploma/GED

Tools

Salesforce

SAP

Job description

Dawn Foods in Jackson, MI is seeking a Customer Success Representative II to be the first point of contact for customers and our sales team, handling order processing, issue resolution, and cross-functional collaboration to ensure an outstanding customer experience. The role requires at least 3 years of customer service experience, strong communication skills, and the ability to mentor CSR I’s.

This hybrid position requires in-office presence three days per week at the Dawn Home Office in