Customer Service Representative II

Customer Service Representative II

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

Job Purpose and Overview: Customer Success Representative II's are the initial point of contact for customers and our sales team, providing support in various aspects of order processing. The Customer Success Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Provide support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding resolution within established guidelines. Work closely with cross-functional teams to ensure best-in-class customer experience.

Schedule: Monday - Friday, 7:30 AM - 4:00 PM, with the ability to flex based on business and customer needs. Work Environment: Hybrid, requiring in-office presence 3 days per week at the Dawn Home Office Location in Jackson, MI. Relocation Assistance: Not provided. Candidates must reside within a commutable distance of Jackson, MI to be considered.

What Will You Do as a Customer Success Rep II at Dawn Foods? Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options. Account ownership of House Accounts, which includes all communication & order management with the customer. Mentor CSR I's by providing training and working with them on troubleshooting/escalations. Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively. Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.). Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit. Collaborate directly with cross-functional teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey. Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals. Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments. Be a Subject Matter Expert for all Dawn facilitated platforms. Other duties and responsibilities as assigned by Customer Success management.

What Does It Take to be a Customer Success Rep II at Dawn Foods? Below are the minimum qualifications to be a fit for this job. High school diploma/GED required. A minimum of 3 years of customer service experience in an office or similar professional environment assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support-related role may also be considered. Strong problem-solving skills. Detail-oriented with the ability to multitask and work independently. Excellent verbal and written communication skills. Preferred Qualifications Salesforce or similar Customer Relationship Management (CRM) experience. SAP or similar Enterprise Resource Planning (ERP) experience.

Physical Demands & Work Environment: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to work in a Professional office environment and effectively work from home. Team Member must regularly lift and/or move up to 25 pounds. Team member must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers. If this sounds like the opportunity that you have been looking for, please click "Apply."

About Our Benefits: Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits. Compensation: The base salary for this position is $50,470-$75,710 with bonus eligibility.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/gender expression, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you need accommodation for any part of the employment process because of a disability, please send an email to View email address on click.appcast.io.