Our team is expanding! We have a new opening for a Senior Customer Success Specialist! This position is based in Remote and we are looking to fill it quickly. This position requires a strong and diverse skillset in relevant areas to drive success. A salary of a competitive salary is offered, reflecting your skills and experience.
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Job LocationsUS-VA-Suffolk
Your Opportunity
Are you passionate about serving customers with excellence and want to own a TOP Smithfield customer? If you answered yes, the Senior Customer Success Specialist role could be the position you've been looking for. This role will be accountable for developing strong and trusting relationships with our internal and external top customer base, while supporting our external corporate customer accounts and internal sales team members. You will work in a fast-paced environment, with our #1 mission to support our customer base and obtain the highest case fill and on-time delivery. You will be accountable from the time the order enters the system until delivery. This position requires the ability to be approachable, possess strong communication skills, ability to train at all levels, and be an innovative problem solver and leader among your peers. You will continue to drive service excellence for our customer base with utmost ownership.
Salary Range
$19.47 - $28.69/hour
Core Responsibilities
- Owns the communication and management for one of the Âtop 15 accounts.
- This role is accountable for guiding the life-cycle of the order, from order entry into our system, until arrival with the customer.
- Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customerÂs shortages and present details related to root cause, along with options for recovery.
- Collaborate with the transportation team obtaining on-going updates to provide the customer, sales and broker (where applicable).
- Handles the late/light order approval process for late order requests to process and ship under standard lead time.
- Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed in order to minimize errors and maximize Supply Chain efficiency.
- Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
- Assists claims department on matters related to incorrect or rejected orders.
- Develop strong and trusted relationships with top customers through timely and accurate communications.
- Manage a high volume of communication/requests, independently resolving issues in an accurate and timely manner.
- Maintain and update documents related to customer accounts.
- Conflict resolution: Ability to defuse high pressure situations and remain solutions driven.
- Escalation point for Customer Success Specialists and other supply chain partners.
- Provides and reports on order management/logistics related account information in Excel and Power BI such as fill rates, lead times, item specific shortage information, etc.
- Hosting calls with sales, various supply chain partners, and customers when issues/concerns arise. Presents data regarding on-time and fill rate metrics, along with an understanding of root cause and countermeasure on low performance.
- Accountable for promoting increased order size, direct plant shipments and various other customer programs/initiatives.
- Survey Sales: monthly review with sales what is going well, where we have opportunities and collaborate on next steps.
- Embraces change and promotes the vision to other team members on the floor. Assists the Team Leads in providing clarity to internal/external team members through training/mentoring on their role in achieving the vision, strategy, and goals.
- Delivering world class customer service on behalf of Smithfield. Exceeds customer expectations and looks for opportunities to provide an unexpected wow moment in unique ways.
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, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.
- High school diploma or general education degree (GED) and 4+ years of related experience; required.
- Strong knowledge of Microsoft Office, Outlook with an emphasis on Excel and PowerPoint.
- Strong decision making and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to accept constructive feedback.
- Ability to coach, lead and manage under conditions of ambiguity and uncertainty.
- Ability to manage conflict.
- Must be able to multi-task with many competing day-to-day activities with competing priorities.
- Flexibility to adapt to a varied work schedule.
- Effective change management skills.
- Must be able to maintain a high level of confidentiality.
- Ability to work well with others in fast paced, dynamic environment.
- Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
- Requires travel, up to 15% of the time.
To learn more about SmithfieldÂs benefits, visit smithfieldfoods.com/careerbenefits .
PEOPLE MATTER
More than 63,000 employees globally drive our success. We strive to create a fair, ethical and rewarding work environment.
GROWTH
Working at Smithfield isn't just a job  it's the foundation for a lifelong career with training designed to help you advance professionally.
Benefits
Our people matter. That's why we offer excellent, comprehensive benefits packages to our full-time employees. Also, education benefits available to full and part-time Smithfield team members on their first day of employment
SUSTAINABILITY PLEDGE
Sustainability is ingrained in our culture and guides how we operate. We believe in innovating for the future.
About Smithfield Foods
Headquartered in Smithfield, Va. since 1936, Smithfield Foods, Inc. is an American food company with agricultural roots and a global reach. With more than 60,000 jobs globally, we are dedicated to producing "Good food. Responsibly ® " and serve as one of the world's leading vertically integrated protein companies. We have pioneered sustainability standards for more than two decades, including our industry-leading commitments to become carbon negative in our U.S. company-owned operations and reduce GHG emissions 30 percent across our entire U.S. value chain by 2030. We believe in the power of protein to end food insecurity and have donated hundreds of millions of food servings to our communities. Smithfield boasts a portfolio of high-quality iconic brands, such as Smithfield ® , Eckrich ® and Nathan's Famous ® , among many others. For more information, visit www.smithfieldfoods.com , and connect with us on Facebook , Twitter , LinkedIn and Instagram .
EEO/AA Information
Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law. Apply Job!
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