[Hiring] Customer Success Specialist @JobRack

Role Description

Own the customer experience at Downeast Cider. Help wholesale customers get the right products at the right time. Remote, flexible hours.

• Act as the primary point of contact for customers, handling enquiries, requests and order changes
• Review and process daily customer orders across multiple channels (phone, email, fax, EDI and order portal)
• Manage and maintain the Downeast Order Portal
• Release orders in the ERP system and adjust orders during processing to avoid errors
• Create customer order recommendations based on inventory needs
• Partner with Sales and Marketing to identify opportunities for additional orders
• Track customer success metrics and KPIs
• Work closely with Logistics to ensure accurate and timely deliveries
• Update daily revenue reports and troubleshoot basic Google Sheets functions and errors
• Monitor finished goods inventory and proactively flag potential shortages to Supply Chain
• Reply to customer emails in the [email protected] email inbox

Working hours are flexible. 9-5 works, but so does 6AM-2PM, 7AM-3PM, or 8AM-4PM. We need at least 3-4 hours of overlap with US Eastern time (Boston).

Qualifications

• 3+ years customer service experience
• Excellent written and verbal communication skills
• Strong problem-solving and critical thinking skills
• Ability to collaborate across multiple departments
• Strong Microsoft Office skills
• Willingness to learn new systems and processes
• Detail-oriented and highly organised
• Positive, empathetic attitude towards customers

Requirements

• Experience working in a fast-paced environment (brownie points)

Benefits

• $2,250-$2,500 per month*
• Full-time
• Fully remote
• Flexible working hours (6AM-4PM window, US Eastern time)

*Salary depends on experience and location. Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.