Associate Customer Success Specialist

About the Role

As an Associate Customer Success Specialist, you will play a pivotal role in supporting top corporate accounts and ensuring exceptional customer satisfaction. This role involves managing the entire order process from entry to delivery, with a focus on meeting the highest case fill rates and on-time delivery.

Key Responsibilities

• Account Management:
• Manage the full life cycle of orders from entry to delivery, both domestically and internationally.
• Proactively collaborate with the Smithfield Supply Chain to reduce shortages, late deliveries, and mitigate On Time In Full (OTIF) deductions.
• Customer Solutions & Partnership:
• Address customer shortages, identify root causes, and present recovery options.
• Partner with Transportation to meet truck utilization goals and provide timely updates to customers, sales, and brokers.
• Assist in prioritizing customer orders with Distribution Centers and Plants.
• Order Management & Efficiency:
• Ensure adherence to order management policies (e.g., lead times, minimums, cut-off times) to optimize supply chain efficiency.
• Maintain accurate Customer Master Data to avoid order delays.
• Support Loss Prevention with incorrect or rejected orders.
• Communication & Relationship Building:
• Develop strong, trusting relationships with customers through clear and timely communication.
• Handle high volumes of requests and resolve issues promptly.
• Maintain detailed account notes and host calls with Sales, Supply Chain partners, and customers when needed.
• Strategic Account Growth:
• Promote increased order size, direct plant shipments, and other customer initiatives.
• Represent customer interests across all Smithfield departments.
• Maintain a solutions-driven approach, defusing high-pressure situations effectively.

Requirements & Tech Stack

• Working knowledge of Microsoft Office, Outlook, Excel, and PowerPoint.
• Able to multi-task and handle competing priorities every day.
• Able to work evenings and weekends, when required.
• Able to maintain confidentiality.

Qualifications

• Bachelor's degree from an accredited four-year college or university or equivalent combination of education and experience.
• Currently enrolled college students with an anticipated graduation date by the end of the current semester are also considered qualified.
• Problem-solving skills with a "can-do" attitude.
• Strong written and verbal communication skills.
• Able to accept constructive feedback and always seek to learn.
• Able to manage conflict and find constructive solutions.
• Able to work well with others in a fast-paced, dynamic environment.
• Kind, respectful, approachable, and team-oriented while building strong relationships and a positive work environment.

Physical Demands & Work Environment

• Capable of sitting for extended periods of time.
• Must be able to lift up to 15 pounds at times.
• Frequently required to sit; stand; walk; reach with hands and arms.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception.
• Able to travel when needed.