Customer Success Representative - Field Operations
Job Details
Headquarters - Holts Summit, MO
Not Specified
Customer Service
Summary

This position will be responsible for the successful relationship with new and existing PFS customers as it relates to Field Operations. This position will directly interact and communicate with a large number of customers during different stages of their business. Primary focus should be on customer satisfaction and success which will facilitate company growth. This position will work closely with the Customer Success Leader – Field Operations position and other Customer Success Representatives. This position must remain flexible in order to best support our customers in all time zones across the country.

Essential Duties and Responsibilities

 

  • Identify and complete customer support processes related to Field Operations
  • Work closely with other Customer Success Representatives and the Customer Success Leader – Field Operations position to ensure customer needs are being met at all stages and that all division activities are aligned with our Company Mission and Vision
  • Analyze current customer support practices and identify areas for improvement
  • Update NetSuite and PFSbrands databases including deleting discontinued inventory and double-entry items
  • Maintain accurate and thorough CRM records at all times
  • Ability to manage customer escalations and negotiate resolution
  • Process customer returns, issue product credits, and invoice customers
  • Proactively engage with customers to assess, clarify, and validate customer needs on an ongoing basis
  • Assist customers in understanding the importance of brand alignment and help customers improve their business processes as related to PFS branded programs
  • Review purchase reports to identify potential brand alignment concerns, open cases, and communicate with customers and Territory Managers to resolve concerns
  • Obtain, process, and confirm wholesaler orders
  • Follow-up on all customer concerns such as shortages, damaged or missing product from wholesaler deliveries, and issue credit as required
  • Work with Business Developers, Business Advisors, and internal PFSbrands’  staff to ensure all operating needs of customers are met
  • Understand the entire working lead process in CRM; assist in completing leads and finalizing wins
  • Assist with MicroSale support, digital menu support, and Ecommerce
  • Assist with report generation
  • Support customers’ drive toward success by offering continuous education and empowerment through the use of Customer Success divisions
  • Interact via email and phone with a large number of customers at different stages of their business
  • Cross sale of additional products to existing customers, based upon need
  • Be able to identify and correct customer concerns quickly

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The employee must be able to sit for prolonged periods of time in front of a computer daily. The position requires standing, bending, navigating stairs, and lifting. Must have visual and hearing acuity

WORKING CONDITIONS

  • Work is typically performed in normal office working conditions
  • Travel Requirement: 10-15%

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree preferably in a business or related field but not required
  • One year of customer support/customer-facing experience
  • Self-starter with the ability to work independently with minimal supervision
  • Ability to effectively communicate with individuals from a wide variety of backgrounds and viewpoints
  • Schedule flexibility is required
  • Ability to analyze data and conduct research
  • Ability to build strong rapport and establish trust and credibility with customers
  • Exceptional written and oral communication skills
  • Ability to manage and prioritize workload
  • Ability to work in a demanding fast-paced environment
  • Technological skillset to include use of Microsoft Office, CRM, and other software as required; Edible experience a plus
  • Passionate about the PFS mission, vision, & core values All other customer support functions as needed Projects and other duties as assigned
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