Customer Success Representative

Greenfield Global • Brookfield, CT

1d • Onsite

About The Position

Greenfield Global is hiring a Customer Success Representative to coordinate the customer experience and maintain timely communication, issue resolution, and account continuity across internal functions. The role partners with customers and sales, supply chain, operations, quality, logistics, and finance teams to address customer needs and resolve issues. It requires ownership, responsiveness, organization, and the ability to anticipate customer needs in a fast-paced, entrepreneurial environment.

This is an on-site, office-based position in Brookfield, Connecticut, with occasional travel of approximately 5–10%. The role reports to the Senior Commercial Operations Manager. Success is measured by customer retention within assigned accounts, timely resolution of open order issues, and the speed of new account setup.

The representative owns customer issues from intake through closure; resolves order, freight, and quality-related issues; fulfills documentation requests; and coordinates with internal teams to maintain account continuity. The role also manages new account setup and customer onboarding, monitors order patterns and supply risks, communicates allocation and delivery impacts, and supports customer retention. Additional duties include supporting commercial representatives and Key Account Managers with quotes, RFQs, order tracking, and documentation; processing samples; handling customer calls; and providing backup coverage for Customer Service functions.

The listed base salary is $70,000–$90,000, dependent on experience and demonstrated performance. Greenfield describes itself as a producer and supplier of raw materials, ingredients, and additives, with operations spanning distilleries, specialty chemical manufacturing and packaging plants, and renewable energy research and development centers.

Requirements

• Post-secondary education is required.
• At least 5 years of customer service, customer success, account coordination, inside sales support, or commercial operations experience.
• Proven track record supporting customers and owning issue resolution in a fast-paced, service-oriented environment.
• ERP proficiency.
• Proficiency in Microsoft Office, including Excel and Outlook.
• Excellent verbal and written communication skills and a proactive approach to keeping customers, sellers, and internal partners informed.
• Ability to manage multiple open issues with attention to detail, accurate follow-up, and sound prioritization and escalation judgment.
• Ability to anticipate issues, identify root causes, and drive timely, accurate resolution.
• Ability to work independently and collaboratively with commercial, supply chain, operations, logistics, and quality teams.
• Ability to maintain professionalism and a positive team presence in a fast-paced environment with shifting priorities.
• Must be able to work in a manufacturing/distribution environment and comply with applicable site safety, hazardous-material handling awareness, and EHS requirements.
• The role involves prolonged periods of sitting and computer use.

Nice To Haves

• Bachelor’s degree in business, supply chain, or life sciences.
• Experience with Microsoft Dynamics 365 and CRM tools.
• B2B experience in chemical distribution, specialty ingredients, chemical manufacturing, life sciences, food ingredients, industrial distribution, or a related industry.
• Familiarity with chemical industry documentation such as COAs and SDS, and with regulatory or quality processes.
• Working knowledge of freight/logistics billing, allocation management, or TTB requirements.

Responsibilities

• Own customer issues from intake through resolution, maintain a clear follow-up cadence, and confirm closure with customers.
• Resolve order issues, including pricing discrepancies, minimum order quantity exceptions, freight and shipping concerns, delivery-date changes, and QA129 quality notifications.
• Resolve freight billing discrepancies in partnership with logistics and finance.
• Coordinate with supply chain, logistics, operations, quality, and commercial teams to resolve issues and maintain account continuity.
• Fulfill customer documentation requests, including certificates of analysis, safety data sheets, quality documents, and shipment paperwork.
• Own new account setup and resolve issues arising during account creation.
• Process Change Control forms and maintain accurate customer records in the ERP system.
• Support new customer onboarding in partnership with the commercial team.
• Monitor customer order patterns and flag disruptions, changes, or supply risks internally before they reach customers.
• Communicate allocation decisions and delivery impacts during supply constraints or operational disruptions.
• Identify service trends, recurring issues, and account risks, escalating proactively to the Senior Commercial Operations Manager and commercial partners.
• Partner with Category Managers, Key Account Managers, and commercial leadership to support customer retention and the account experience.
• Support Core and Life Science category representatives and Key Account Managers with quotes, RFQs, order tracking, documentation, and system updates.
• Process customer samples and complete post-delivery follow-up.
• Support customers through Alcohol and Tobacco Tax and Trade Bureau (TTB) discrepancies.
• Take inbound calls from new and existing customers.
• Identify upsell, cross-sell, and account slippage trends and pass relevant opportunities to the account’s seller.
• Share promotional information in customer correspondence.
• Serve as a trained backup across key Customer Service functions and provide department coverage as needed.

Benefits

• Comprehensive health and dental benefits.
• Short- and long-term disability coverage and life insurance.
• Paid personal sick time.
• Vacation time exceeding industry standards.
• Company-funded retirement savings program with individual contribution opportunities.
• Formal and informal training opportunities.
• Meaningful and challenging work.
• A culture focused on growth and development, engagement, and communication.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree