Customer Success Specialist II (Hybrid)

Dawn Food Products; 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

Paid holidays

Paid time off

Professional training

Family-owned business over 100 years

Job summary

Dawn Foods is seeking a Customer Success Representative II to serve as the first point of contact for customers and our sales team, handling order processing and issue resolution with cross-functional support.

The role emphasizes operational excellence, complex problem solving, and delivering best-in-class service from Dawn's hybrid Jackson, MI office, with a schedule Monday–Friday and relocation not offered.

Qualifications

• High school diploma/GED required.
• Minimum of 3 years of customer service experience in an office or similar professional environment.
• Relevant experience in a Supply Chain/Distribution support-related role may be considered.

Responsibilities

• Manage assigned accounts through open lines of communication with regular check-ins and order updates.
• Notify customers promptly about shortages or supply delays with timelines and alternatives.
• Account ownership of House Accounts with all communication and order management.
• Mentor CSR I by providing training and assisting with troubleshooting/escalations.
• Collaborate with Sales during PTO coverage to ensure essential tasks are completed.
• Coordinate returns/credit processes and document approvals before issuing credits.
• Work with cross-functional teams to troubleshoot issues and ensure excellent service.
• Enter Customer Leads and Sample Requests in Salesforce for proper documentation.
• Coordinate delivery schedules with Transportation team and communicate with customers during realignments.
• Be a Subject Matter Expert for all Dawn facilitated platforms.

Skills

Problem-solving

Detail-oriented

Communication skills

Customer service

Education

High school diploma/GED

Tools

Salesforce or CRM

SAP or ERP

Job description

Dawn Foods is seeking a Customer Success Representative II to serve as the first point of contact for customers and our sales team, handling order processing and issue resolution with cross-functional support.

The role emphasizes operational excellence, complex problem solving, and delivering best-in-class service from Dawn's hybrid Jackson, MI office, with a schedule Monday–Friday and relocation not offered.