Customer Success Associate

Westminster Pet Products • Cumberland, RI

5d

About The Position

The Customer Success Associate is part of Westminster Pet Products’ Customer Success team and works under the general direction of the Director of Customer Success. The role helps ensure a seamless customer experience while providing essential support to the sales team. It serves as a liaison between customers and internal teams to support customer satisfaction, retention, and revenue growth.

The associate oversees order fulfillment and provides sales support for high-volume and private-label accounts. The position operates in a fast-paced environment and requires multitasking to service orders and handle customer requests.

Requirements

• Live the company values of integrity, efficiency, accountability, collective intelligence, and transparency.
• Excellent communication and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-focused, with a proactive approach to customer success and retention.
• Ability and willingness to adapt to change.
• Ability to identify sales opportunities and contribute to the sales cycle.
• Strong organizational skills and attention to detail.
• Ability to manage and respond professionally and promptly to a large volume of email.
• Technical aptitude to learn and support new products quickly.
• Knowledge and experience with systems and applications, and ability to learn new programs.
• Three or more years of EDI order-processing experience in a B2B environment.

Nice To Haves

• Previous experience in customer service, client support, sales, or a related field.
• Passion for people, including internal and external customers and team members.

Responsibilities

• Accurately process and document customer orders received via EDI and email.
• Respond professionally and effectively to customer communications; serve as a point of contact for customer issues, troubleshoot and resolve problems, and escalate issues when necessary to ensure timely support.
• Track sales orders from order entry through shipment delivery to ensure complete and timely fulfillment; perform some order entry.
• Work effectively as a team member and demonstrate a One Team, Customer First attitude in each interaction.
• Maintain accurate and up-to-date customer records in the system.
• Work with sales, marketing, and product teams to meet customer needs, provide feedback, and align messaging and service offerings.
• Coordinate with departments including Sales, Logistics, Sourcing, Quality Assurance, Marketing, and Finance to meet customer requirements.
• Prepare daily, weekly, and monthly reports related to customer orders.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed