Customer Success Representative 2

Dawn Food Products • Jackson, MI

34d • $49,240 - $73,860 • Hybrid

About The Position

Customer Success Representative 2's is the initial point of contact for customers and our sales team, providing support in various aspects or order processing. Customer Success Representative's II 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 effective while maintain professionalism and finding resolution within established guidelines. Works closely with cross functional teams to ensure best-in-class customer experience. The typical schedule is Monday-Friday, 7:30 AM-4:00 PM, with flexibility based on customer needs, regional demands, or leader direction, and the role follows a hybrid model requiring three days per week onsite at the Dawn Home Office in Jackson, MI. Relocation assistance is not available.

Requirements

• High school diploma/GED
• A minimum of 3 years of Customer Service 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
• Located near Jackson, MI

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 e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
• Support and collaborate with peers 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 trouble shoot 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
• 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
• Industry: Food Manufacturing
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees