Customer Success Representative

Job Title : Customer Success Representative

Department : Sales


Reporting to : Senior Commercial Operations Manager

Location: Brookfield, CT


Vacancy Status: This posting is for an existing vacancy

Greenfield is looking for an Customer Success Representative to join our growing team.


The Customer Success Representative serves as the primary coordinator of the customer experience, ensuring timely communication, issue resolution, and account continuity across multiple internal functions. This role partners closely with customers, sales, supply chain, operations, quality, and logistics teams to proactively address issues, support customer needs, and maintain strong relationships. As an internal handoff partner to multiple sellers, success in this role requires a high level of ownership, responsiveness, organization, and the ability to anticipate customer needs in a fast-paced, entrepreneurial environment.

This position reports to the Senior Commercial Operations Manager. It is an on-site role based in Brookfield, CT; occasional travel may be required (approximately 5-10%).


Who We Are:

Greenfield Global is a leading producer and supplier of high-value, mission-critical raw materials, ingredients, and additives that are vital to businesses and integral to a lower-carbon economy. From start-ups to the largest brands in the world, customers trust Greenfield's extensive portfolio of premium products, regulatory expertise, and industry-leading service to improve people's lives and the health of the planet.


Why Join Greenfield?

We innovate, collaborate, and work with purpose. By unlocking the potential of people, partnerships, and nature to accelerate sustainable solutions for the health of the planet, our work has a positive impact on the environment around the world. We're always looking for people who can bring new talents and experience to our team.


Who You Are:

• Ownership & accountability: Takes personal ownership of customer issues from intake through resolution, driving follow-up, closure, and clear communication without prompting.
• Communication: Excellent verbal and written communication skills, with a proactive approach to keeping customers, sellers, and internal partners informed.
• Organization & prioritization: Manages multiple open issues simultaneously with strong attention to detail, accurate follow-up cadence, and sound judgment on what to escalate first.
• Problem solving: Anticipates issues, identifies root causes, and drives timely resolution with urgency while maintaining accuracy.
• Cross-functional collaboration: Works effectively both independently and in partnership with commercial, supply chain, operations, logistics, and quality teams.
• Customer focus: Delivers an exceptional, solutions-oriented service experience that builds long-term customer trust and supports the seller's ability to grow the account.
• Agility & composure: Maintains professionalism and a positive team presence in a fast-paced, entrepreneurial environment with shifting priorities.

Your Experience Should Include:

Education: Post-secondary education required; bachelor's degree in business, supply chain, or life sciences preferred

Experience (required):

• Minimum 5 years of customer service, customer success, account coordination, inside sales support, or commercial operations experience
• Proven track record supporting customers and owning issue resolution in a fast-paced, service-oriented environment

Systems & tools (required):

• ERP proficiency
• Proficiency in Microsoft Office (Excel, Outlook)

Physical & work environment:

• Primarily an office-based role; prolonged periods of sitting and computer use. Must be able to work in a manufacturing/distribution environment and comply with all site safety, hazardous-material handling awareness, and EHS requirements as applicable.

Skills Preferred:

• Experience with Microsoft Dynamics 365 and CRM tools
• B2B experience within chemical distribution, specialty ingredients, chemical manufacturing, life sciences, food ingredients, industrial distribution, or a related industry
• Familiarity with chemical industry documentation (COAs, SDS) and regulatory/quality processes
• Working knowledge of freight/logistics billing, allocation management, or TTB requirements

Job Responsibilities:

Key Responsibilities reflect the primary focus of this role. Success is measured by customer retention within assigned accounts, timely resolution of open order issues, and new account setup speed. Additional Responsibilities are areas this role supports as needed.

1. Customer Issue Ownership and Resolution

• Own customer issues from intake through resolution, maintaining a clear follow-up cadence and confirming closure with the customer
• Resolve order issues including pricing discrepancies, minimum order quantity (MOQ) exceptions, freight and shipping concerns, delivery date changes, and QA129 quality notifications
• Resolve freight billing discrepancies in partnership with logistics and finance
• Coordinate with supply chain, logistics, operations, quality, and commercial teams to resolve issues and maintain account continuity
• Fulfill customer documentation requests including certificates of analysis (COAs), safety data sheets (SDS), quality documents, and shipment paperwork

2. Account Administration and Onboarding

• Own new account setup, resolving issues that arise during account creation
• Process Change Control forms and maintain accurate customer records in the ERP system
• Support new customer onboarding in partnership with the commercial team

3. Proactive Account Monitoring and Retention

• Monitor customer order patterns and flag disruptions, changes, or supply risks internally before they reach the customer
• Communicate allocation decisions and delivery impacts to customers during supply constraints or operational disruptions
• Identify service trends, recurring issues, and account risks, escalating proactively to the Senior Commercial Operations Manager and commercial partners
• Partner with Category Managers, Key Account Managers, and commercial leadership to support customer retention and the overall account experience

Additional Responsibilities Include:

• Support Core and Life Science category representatives and Key Account Managers with quotes, requests for quotation (RFQs), order tracking, documentation, and system updates
• Process customer samples and complete post-delivery follow-up
• Support customers through Alcohol and Tobacco Tax and Trade Bureau (TTB) discrepancies
• Take inbound calls from new and existing customers
• Identify up-sell, cross-sell, and account slippage trends, and pass relevant opportunities to the account's seller
• Share promotional information in customer correspondence
• Serve as a trained backup across key Customer Service functions, providing coverage within the department as needed

Total Compensation & Care:

• Base salary dependent on experience and demonstrated performance - $70,000 - $90,000
• Formal and informal training opportunities
• Comprehensive health and dental benefits
• Income protection: short- and long-term disability coverage, life insurance, paid personal sick time
• Vacation time exceeding industry standards
• Company funded retirement savings program with individual contribution opportunities
• Meaningful and challenging work
• Curated intentional culture focused on growth and development, engagement, and communication

About Us

We own and operate five distilleries, four specialty chemical manufacturing and packaging plants, and three next-generation biofuel and renewable energy R&D centers. This integrated model enhances supply chain transparency, quality control, custom formulation development, and ultimately customer satisfaction.


Core Principles

• Innovation: We are constantly seizing opportunities to develop new products, processes and methods to meet the diverse and demanding requirements of our customers.
• Collaboration: We are part catalyst, part collaborator. We work with partners to get the most out of our existing products, and to develop custom solutions for our customer requirements.
• Responsibility: Our commitment to give back to local communities in the US and Canada goes beyond the bottom line. We give back to the planet by processing renewable resources into low carbon fuels and chemicals.
• Agility: Our team is not only fast, we has the flexibility and creativity to pivot with customer needs to develop custom-made, on-time solutions.
• Discipline: At every plant, and for every customer, for every shipment, we put quality first. We operate a tight, transparent supply chain while meeting the highest regulatory standards.

At Greenfield, people-not AI-make our hiring decisions. We use AI only for routine administrative support and never to screen candidates or determine outcomes. Every application is reviewed by our team, and if any step involves increased AI use, we'll inform candidates in advance. We're committed to responsible, transparent, and fair hiring practices.