Customer Success Associate

Job Description

Job Description

Job title: Customer Success Associate

Location: Austin, TX

Job type: On-site, full-time

Exempt status: Non-exempt

Compensation: $40,000 – $70,000 per year (Varies based on seniority)

Benefits: Full health and benefits

Position Summary:

Saanroo’s new Customer Success Associate (CSA) is a primary point of contact for our customers for order fulfillment and is responsible for (1) building brand loyalty, (2) processing POs in an accurate and timely fashion, and (3) ensuring an exceptional customer experience (including fulfillment, issue resolution, product information provision, policy review, and more). The CSA must be a (1) patient listener, (2) quick problem-solver, and (3) clear communicator. The CSA will play a critical role in maintaining customer satisfaction, loyalty, and brand reputation, while meeting or exceeding individual and team order fulfillment goals. 

 

This position spans two functional areas — Customer Service and Order Fulfillment — and the CSA is expected to contribute across both. There is an opportunity for an annual performance bonus if the CSA meets these goals while the business does well.

Key Responsibilities:

Customer Service

• Provide professional and responsive customer service, addressing questions or escalating issues as appropriate via phone, email, and/or social media.

• Resolve customer issues related to orders, billing, returns, product usage, and service concerns.

• Maintain in-depth knowledge of company products, pricing, services, policies, and procedures.

• Escalate complex or unresolved issues to appropriate teams or supervisors as needed.

• Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction scores.

• Act as the voice of the customer by sharing consistent feedback to management to support process and service improvements.

Order Fulfillment

• Process customer orders and coordinate with shipping team to ensure accurate and timely fulfillment.

• Process returns, exchanges, refunds, and account updates in accordance with company policies.

• Maintain accurate records of customer orders within the CRM system.

• Collaborate with sales and operations teams to ensure smooth order processing and customer satisfaction.

General

• Perform additional tasks in support of other departments as assigned.

• Adhere to quality standards, data privacy requirements, and company guidelines.

Required Qualifications:

• Associates or Bachelors degree in either Business, Communications, or a related field.

• 3–5 years of experience in customer service, inside sales, or a related client support role.

• Demonstrated ability to multitask, prioritize, and work effectively in a fast-paced environment.

• Ability to work independently and collaboratively within a team.

• Proficiency with standard office software (e.g., Microsoft 365).

• Excellent problem-solving and conflict-resolution abilities.

• Professional demeanor with a customer-focused mindset.

• Effective time management and organizational skills.

• Strong verbal and written communication skills.

• Excellent attention to detail and accuracy.

Preferred Qualifications:

• Proficiency with CRM/ERP systems and order management tools (e.g., HubSpot or comparable platforms).

• Prior experience in the nutraceutical, health sciences, or consumer products industry.

Compensation & Benefits:

• Annual salary range of $40,000 – $70,000, commensurate with experience, qualifications, and scope of responsibilities across the customer service and order fulfillment functions.

• Full benefits package, including medical, dental, and vision coverage.

• Reasonable, pre-approved business expenses incurred in the course of employment are covered by the company.

Work Environment:

This position is primarily office-based with some exposure to warehouse environments and requires the ability to manage multiple priorities in a fast-paced setting.

Employer Statement:

Saanroo Health Sciences LLC is duly registered and qualified to conduct business as an employer in the State of Texas. Saanroo Health Sciences is an equal opportunity employer and considers all qualified applicants in accordance with applicable federal and Texas state law.