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 position requires managing the entire order process from entry to delivery, focusing on highest case fill rates and on-time delivery.

Training Schedule: Monday - Friday; 8:00 AM - 5:00 PM ET.

Weekend Shift: Friday - Monday (4 days at 10 hours).

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 for accounts 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, required.
• Company will consider a currently enrolled college student with an anticipated graduation date by end of current semester as qualified.

Other Skills That Make You Stand Out

• Problem-solving skills with a "can-do" attitude.
• Strong written and verbal communication skills.
• Accept constructive feedback and always seeking 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.