Customer Success Associate

55a0ed92-1de0-4fe4-b6ed-47fb233e324b

Location: Cumberland, RI
Employment type: full_time
Source: adp

Westminster Pet Products supplies retailers throughout the United States with premium quality treats, chews, training pads, grooming tools, toys, collars and leashes.

Westminster Pet Products’ vision is to be the most respected and well-run pet supply company in the United States, and is committed to operating with the values of integrity, efficiency, accountability, collective intelligence and transparency.

Job Summary:

The Customer Success Associate is part of the Customer Success team. Under the general direction of the Director of Customer Success, this position will be responsible for ensuring our customers have a seamless experience with Westminster Pet Products and provide essential support to our sales team. This role will act as a liaison between our customers and internal teams, helping to drive customer satisfaction, retention, and revenue growth. The role will be responsible for overseeing order fulfillment and will be able to provide sales support for high volume and private label accounts. The position is in a fast-paced environment and requires multi-tasking skills to service orders and handle customer requests.

Duties & Responsibilities:

Accurate processing and documenting orders from customers via EDI, and email.
Provide customers with an outstanding experience by professionally responding to their communications effectively and acting as a point of contact for customer issues, troubleshoot, resolve problems, and escalate when necessary, ensuring the customer receives timely and effective support.
Tracking of sales orders from order entry to shipment delivery to ensure complete fulfillment on time. Some order entry required.
Work effectively and seamlessly as a member of a team, present a solid One Team, Customer First attitude with each interaction.
Maintain accurate and up-to-date customer records in the system.
Work closely with sales, marketing, and product teams to ensure customer needs are met, provide valuable feedback, and ensure alignment in messaging and service offerings.
Interact with various departments such as Sales, Logistics, Sourcing, Quality Assurance, Marketing, Finance, etc., to ensure customer requirements are met.
Daily, weekly and monthly reporting related to customer orders.

Required Skills & Abilities:

Lives the company values of integrity, efficiency, accountability, collective intelligence and transparency.
Excellent communication skills, problem solving skills.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Customer-focused, with a proactive approach to customer success and retention.
Capable and willingness to adapt to change.
Ability to identify sales opportunities and contribute to the sales cycle.
Strong organizational skills and attention to detail.
Passionate about people – internal and external customers as well as team members.
Ability to manage and respond to a large volume of email in a professional and timely manner.
Technical aptitude to learn and support new products quickly.

Education & Experience:

Systems/Applications knowledge and experience and ability to learn new programs required.
Three or more years of EDI order processing experience in a B2B environment.
Previous experience in customer service, client support, sales, or a related field is beneficial.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Occasional travel may be required.

Monday - Friday (Days)