National Account Customer Service Representative

Performance Food Group; Braintree (MA); Hybride; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Benefits information

Résumé du poste

Performance Food Group seeks a Customer Success Representative for Green Rabbit (Vistar Segment) in Braintree, MA. You will manage key brand partnerships, onboarding, and day-to-day operations, serving as the main contact for assigned customer accounts in a hybrid work setting.

Responsibilities include onboarding, inventory coordination, SLA adherence, and cross-functional collaboration with Sales, Operations, IT, and Logistics to ensure seamless service and growth.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 5+ years of experience in account management, national accounts, customer success, or operations within e-commerce, logistics, food, or cold chain environments.
• Proven experience managing complex, high-volume, multi-channel accounts.
• Strong cross-functional leadership and problem-solving skills.
• Excellent communication, organization, and project management abilities.

Responsabilités

• Lead onboarding for new customers and brand expansions.
• Coordinate item setup, incoming inventory, reporting, and training.
• Ensure smooth go-live execution and ongoing SLA compliance.
• Serve as the primary point of contact for assigned customer and brand portfolios.
• Lead recurring customer meetings and internal planning sessions.

Connaissances

Account management

Cross-functional leadership

Customer success

ERP/WMS systems

Formation

Bachelor's degree

Outils

ERP/WMS software

Description du poste

Company Description:

Vistar customers are everywhere people work, play, and shop. Vistar is America's leading candy, snack, and beverage distributor with more than 25 distribution centers delivering everything from popcorn to healthy meal replacements anywhere in the U.S. The company has thrived by innovating, exceeding customer expectations, and fostering a collaborative culture built on teamwork, doing what's right, and giving back to the communities they serve.

Job Description:

Job Description

Green Rabbit (a part of Performance Food Group's Vistar Segment) is an e-commerce distributor leading the industry in cold chain solutions delivered directly to consumers. We are growing rapidly and are seeking a Customer Success Representative to join our team. This person will serve as the primary point of contact for assigned customer and brand accounts and support day-to-day administrative and front-desk operations at our Braintree, MA office.

Position Summary

The Customer Success Representative is responsible for managing and growing strategic brand partnerships through high-touch account management, onboarding, operational coordination, and white-glove service delivery. This role serves as the central point of accountability between customers, brands, and internal teams including Sales, Operations, Inventory, Quality, IT, Finance, and Logistics to ensure seamless execution, SLA compliance, and profitable growth.

This position also supports front desk and office administration functions for the Braintree, MA location, ensuring a professional, organized, and welcoming experience for employees, visitors, vendors, and customers.

The CSR owns the full lifecycle of assigned accounts, from onboarding and expansion to special projects, seasonal planning, inventory management, compliance monitoring, and day-to-day operational excellence.

Schedule: Monday through Friday during standard business hours in a hybrid work environment. This role requires onsite presence Tuesday through Thursday, with the opportunity to work remotely on Mondays and Fridays after successfully completing the first 60 days of employment.

Responsibilities

Account Growth & Sales Support

• Expand existing brand product lines, divisions, and customer programs.
• Support promotions, limited-time offerings, holiday programs, and special projects.
• Partner with Sales on brand introductions, pipeline planning, and referrals.

Onboarding & Account Management

• Lead onboarding for new customers and brand expansions.
• Coordinate item setup, incoming inventory, reporting, and training.
• Ensure smooth go-live execution and ongoing SLA compliance.
• Serve as the primary point of contact for assigned customer and brand portfolios.

Strategic Planning & Forecasting

• Plan seasonal volume increases, special projects, and peak periods.
• Monitor expiring inventory, sales trends, and compliance risks.
• Forecast demand and proactively mitigate operational or inventory constraints.

White-Glove Service & Special Projects

• Scope, price, and execute complex customer initiatives and custom programs.
• Create project timelines, statements of work (SOWs), and operational workflows.
• Coordinate execution across Operations, Inventory, Quality, IT, Packaging, and Logistics teams.

Operational & Inventory Coordination

• Manage inventory planning, cycle counts, adjustments, FEFO, and expiring product.
• Coordinate receiving activities, purchase orders (POs), ASNs, and inbound logistics.
• Resolve order issues, shipping exceptions, reships, and customer change requests.
• Monitor and support customer compliance requirements and service level agreements.
• Support quality reviews, recalls, and special handling requirements.
• Develop and distribute internal and external reporting for customers and operational teams.

Communication & Cross-Functional Collaboration

• Lead recurring customer meetings and internal planning sessions.
• Maintain thorough documentation and account coverage plans.
• Partner cross-functionally to resolve issues, improve processes, and enhance customer satisfaction.

Front Desk & Office Administration Support

• Support front desk reception and office operations for the Braintree, MA facility.
• Serve as the first point of contact for visitors, vendors, employees, and callers.
• Answer and manage incoming calls for the main business line, including:
  • Resolving customer inquiries.
  • Routing calls to appropriate departments.
  • Taking and distributing messages.
  • Providing order status updates and shipment tracking information.
• Managing incoming and outgoing mail, including:
  • Reviewing and distributing mail.
  • Coordinating check submissions to Vistar.
  • Receiving and distributing packages.
• Order and maintain office supplies, water, and other workplace essentials.
• Process FedEx claims and related payment documentation.
• Assist with employee order inquiries and administrative support activities, as applicable.

Benefits

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Qualifications

• Bachelor's degree preferred or equivalent experience
• 5+ years of experience in account management, national accounts, customer success, or operations within e-commerce, logistics, food, or cold chain environments
• Proven experience managing complex, high-volume, multi-channel accounts
• Strong cross-functional leadership and problem-solving skills
• Excellent communication, organization, and project management abilities
• Proficiency with ERP/WMS systems, Excel, reporting tools, and e-commerce platforms

EEO Statement

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.