National Account Customer Service Representative

PFG | Performance Good Group

7d•$55,000 - $65,000•Hybrid

About The Position

Green Rabbit, part of Performance Food Group’s Vistar Segment, is seeking a Customer Success Representative for its e-commerce distribution business specializing in cold-chain solutions delivered directly to consumers. The role manages strategic brand partnerships through high-touch account management, onboarding, operational coordination, and service delivery. It is the central point of accountability between customers, brands, and internal teams, supporting seamless execution, service-level agreement compliance, and profitable growth. The position owns the lifecycle of assigned accounts, from onboarding and expansion through special projects, seasonal planning, inventory management, compliance monitoring, and day-to-day operations. The role also supports front-desk and office administration at the Braintree, Massachusetts location, helping create a professional and welcoming experience for employees, visitors, vendors, and customers. The schedule is Monday through Friday during standard business hours in a hybrid work environment. Onsite presence is required Tuesday through Thursday; remote work on Mondays and Fridays is available after successfully completing the first 60 days of employment.

Requirements

At least 5 years of experience in account management, national accounts, customer success, or operations within e-commerce, logistics, food, or cold-chain environments.
Proven experience managing complex, high-volume, multi-channel accounts.
Strong cross-functional leadership and problem-solving skills.
Excellent communication, organization, and project management abilities.
Proficiency with ERP/WMS systems, Excel, reporting tools, and e-commerce platforms.

Nice To Haves

Bachelor’s degree preferred, or equivalent experience.

Responsibilities

Expand existing brand product lines, divisions, and customer programs.
Support promotions, limited-time offerings, holiday programs, and special projects.
Partner with Sales on brand introductions, pipeline planning, and referrals.
Lead onboarding for new customers and brand expansions; coordinate item setup, incoming inventory, reporting, and training.
Ensure smooth go-live execution and ongoing service-level agreement compliance; serve as the primary contact for assigned customer and brand portfolios.
Plan seasonal volume increases, special projects, and peak periods; monitor expiring inventory, sales trends, and compliance risks; forecast demand and proactively mitigate operational or inventory constraints.
Scope, price, and execute complex customer initiatives and custom programs; create project timelines, statements of work, and operational workflows.
Coordinate project execution across Operations, Inventory, Quality, IT, Packaging, and Logistics.
Manage inventory planning, cycle counts, adjustments, FEFO, and expiring product.
Coordinate receiving activities, purchase orders, ASNs, and inbound logistics.
Resolve order issues, shipping exceptions, reships, and customer change requests.
Monitor and support customer compliance requirements and service-level agreements; support quality reviews, recalls, and special handling requirements.
Develop and distribute internal and external reporting for customers and operational teams.
Lead recurring customer meetings and internal planning sessions; maintain thorough documentation and account coverage plans.
Collaborate across functions to resolve issues, improve processes, and enhance customer satisfaction.
Support front-desk reception and office operations at the Braintree facility; serve as the first point of contact for visitors, vendors, employees, and callers.
Answer and manage incoming calls, resolve customer inquiries, route calls, take and distribute messages, and provide order-status and shipment-tracking information.
Review and distribute incoming and outgoing mail, coordinate check submissions to Vistar, and receive and distribute packages.
Order and maintain office supplies, water, and other workplace essentials.
Process FedEx claims and related payment documentation.
Assist with employee order inquiries and administrative support activities as applicable.