Customer Success Representative

Greenfield Global Inc. • Brookfield, CT

1d • $70,000 - $90,000 • Onsite

About The Position

The Customer Success Representative serves as the primary coordinator of the customer experience, ensuring timely communication, issue resolution, and account continuity across multiple internal functions. The role partners with customers, sales, supply chain, operations, quality, and logistics teams to address issues, support customer needs, and maintain strong relationships. It also serves as an internal handoff partner to multiple sellers and requires ownership, responsiveness, organization, and the ability to anticipate customer needs in a fast-paced, entrepreneurial environment.

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

Requirements

• Post-secondary education required.
• Minimum 5 years of experience in customer service, customer success, account coordination, inside sales support, or commercial operations.
• 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, with 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 escalation judgment.
• Ability to anticipate issues, identify root causes, and drive timely resolution while maintaining accuracy.
• 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.
• Ability to work in a manufacturing/distribution environment and comply with applicable site safety, hazardous-material handling awareness, and EHS requirements.
• Ability to meet the physical demands of prolonged 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, including COAs and SDS, and 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 the customer.
• Resolve order issues involving pricing discrepancies, minimum order quantity (MOQ) 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 (COAs), safety data sheets (SDS), quality documents, and shipment paperwork.
• Own new account setup and resolve issues that arise 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 the customer.
• Communicate allocation decisions and delivery impacts to customers during supply constraints or operational disruptions.
• Identify service trends, recurring issues, and account risks, and escalate 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 overall 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 TTB discrepancies.
• Take inbound calls from new and existing customers.
• Identify up-sell, 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, providing department coverage as needed.

Benefits

• Comprehensive health and dental benefits.
• Short- and long-term disability coverage.
• 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.
• 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