Customer Success Specialist

Company:

Sunrise Commodities stands at the forefront as a premier importer specializing in nuts, seeds, dried fruits, and snack products. Established in 1995, our company has cultivated a diverse product range, encompassing both organic and specialty items. We prioritize quality assurance by forging direct partnerships with farms and factories, thereby ensuring the excellence of our products. Serving a global clientele, Sunrise Commodities supplies major manufacturers as well as smaller operations across the United States, Canada, and various international markets. Find out more here:

Purpose:

The Customer Success Coordinator is responsible for delivering exceptional support to customers by managing orders, resolving inquiries, and ensuring a seamless and positive experience. Acting as the primary point of contact, this role maintains accurate order records and works cross-functionally with internal teams to address and resolve issues promptly.

This position bridges the gap between customer-facing service and internal operations. Were looking for someone who enjoys engaging with customers while also taking ownership of the behind-the-scenes processes that keep things running smoothly. If you're organized, proactive, and thrive on both solving problems and delivering high-quality service, you'll be a strong fit for this role.

Essential Job Functions:

• Customer Support: Serve as the main point of contact for customer inquiries via phone, email, or other communication channels. Address and resolve customer issues, complaints, and concerns in a professional and timely manner.
• Order Processing: Process and manage customer orders, ensuring accuracy and timely fulfillment. Communicate order confirmations, shipping updates, and delivery timelines to customers.
• Data Management: Maintain accurate customer records and order details in company systems. Ensure data integrity and follow up on missing or incomplete information.
• Issue Resolution: Collaborate with internal teams, including logistics, sales, and supply chain, to resolve order discrepancies or delays. Escalate complex issues to the Customer Service Manager as needed.
• Relationship Building: Foster strong relationships with customers, understanding their needs and ensuring satisfaction with company services. Proactively identify opportunities to improve the customer experience.
• Reporting and Feedback: Track and report customer service metrics, such as response times and resolution rates. Provide feedback to management on recurring issues and suggest improvements.
• Compliance and Standards: Adhere to company policies, procedures, and service standards. Stay informed about product updates, promotions, and company news to provide accurate information to customers.

Job Requirements:

• Education: High school diploma or equivalent required; associates or bachelors degree preferred.
• Experience: 13 years of customer service or related experience, preferably in a B2B or food industry setting.
• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with customer service software or CRM tools.
• Communication Skills: Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Problem-Solving Skills: Ability to handle challenging situations and develop effective solutions quickly.
• Organizational Skills: Detail-oriented and capable of managing multiple tasks in a fast-paced environment.
• Interpersonal Skills: Friendly, professional demeanor with the ability to build rapport and trust with customers and colleagues.

Demands/Physical Requirements:

• Must be able to sit and work from a computer in a remote setting for an extended period.
• Ability to work in an office environment.
• Ability to work under pressure and meet tight deadlines.
• On-Site Work: Must be able to commute and work on-site at a minimum of 1 day a week.

Please note: This role is based in our Englewood Cliffs, NJ office and is classified as a New Jersey position. It follows a hybrid work arrangement with one day in office at a minimum or as needed.