Customer Service Representative II

Dawn Food Products Inc • Denver, CO

28d • Hybrid

About The Position

The Customer Success Representative 2s are the initial point of contact for customers and our sales team, providing support in various aspects of order processing. Customer Success Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Providing support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding a resolution within established guidelines. Works closely with cross-functional teams to ensure best-in-class customer experience.

Hybrid Work Eligibility & Travel Requirements (If Applicable): This position is hybrid, based at our Denver Distribution Center. It requires working on-site at least 3 days per week, with the ability to be flexible based on business needs. Relocation assistance is not provided for this position.

Requirements

• A High school diploma or GED is required
• A minimum of 3 years of Customer Service experience in an office environment, assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support-related role can also be considered
• Strong Problem-Solving Skills
• Detail-oriented with the ability to multitask and work independently
• Excellent verbal and written communication skills
• Proficient in Microsoft Excel with practical, hands-on experience

Nice To Haves

• Bilingual – Fluency in Spanish Highly Preferred
• Salesforce Experience
• SAP Experience

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.
• All other duties and responsibilities as assigned by Customer Success management.

Benefits

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees