Customer Success Specialist - PACIFIC COAST FRESH COMPANY : Job Details

Job DetailsJob LocationPortland, ORPosition TypeFull TimeEducation LevelHigh SchoolSalary Range$23.00 - $25.00 HourlyJob ShiftDay shiftJob CategoryCustomer ServiceDescriptionCome grow with us!Pacific Coast Fresh Companyis a local, family-owned produce distributor that has proudly served our Pacific Northwest retail, wholesale and food service customers since 1977. We are now one of the largest independent produce distributors in the Northwest with distribution centers inPortland, OregonandSeattle (Kent), Washington.Our employees are a big part of our success, and we truly believe the words of our founder, Emil Nemarnik, who often said Take good care of your employees, customers, shippers, and farmers and they will make you successful. As a Customer Success Specialist, you'll not only earn a competitive hourly wage and comprehensive benefits, but also open doors to a wide variety of advancement opportunities. Pacific Coast Fresh Company takes pride in developing employees and recruiting from within, and previous members of the Customer Success team have moved into a variety of positions including Assistant Supervisor, Customer Success Manager, Key Account Manager, and more. We hope this position is just the beginning of your career with us!Members of the Customer Success team are often the primary face and voice of Pacific Coast Fresh to our customers, and we take that responsibility seriously. We are available to customers via phone, email, and our online ordering platform every day of the week, 7am until 10pm. We process customer requests, handle issues, and onboard customers to our online ordering platform to ensure an excellent experience. Customer Success Specialists also offer 1st level technical support and promote and train customers on new products and features as they become available. The role is fun, fast-paced work that requires excellent communication skills, emotional intelligence, business acumen, professionalism, dependability, and a high level of attention to detail. This is a hybrid remote position with two days per week spent working in our Portland office.What you'll do...

• Communicate with customers through a variety of different channels such as phone, email, live chat, and virtual meetings to process requests, orders, issues, and credits
• Drive customer retention through proactive strategic support and communication
• Research and resolve both internal and external customer questions, issues, and concerns in a positive and professional manner
• Track customer metrics and compile reports
• Coach and train both internal and external customers in optimizing use of our online ordering platform as part of onboarding new customers and communicating new features
• Review customer accounts weekly for compliance with price levels and correct product offerings
• Utilize business processes and systems in support of business objectives
• Offer 1st level online ordering support and maintain up to date knowledge of our online ordering platform
• Acquire and maintain excellent product knowledge to best service our customers
• Communicate with sales team, buyers, web support, and marketing on a regular basis to ensure we are consistently providing quality and service
• Work to achieve defined KPIs as determined by the department
• Assist in other administrative tasks, as needed

What we look for...

• At least 1 year of previous customer service experience (prior tech support or sales experience preferred)
• High school diploma or equivalent (college degree preferred)
• Excellent problem-solving skills and the ability to work in a fast-paced, multi-tasking environment
• Excellent written and verbal communication skills
• Ability to resolve issues in a friendly, professional manner
• Proficiency in MS Office products, with emphasis on Excel
• Experience with ERP Systems or the ability to quickly learn (familiarity with Produce Pro is a plus)
• Experience with online ordering portals preferred
• Aptitude for technology/software support and process improvement required
• Availability for a Tuesday - Saturday work schedule, with two days in office per week

What you'll gain...

• The opportunity to contribute, learn a lot, and have fun along the way
• Competitive payand comprehensive benefit package including, medical, dental, vision, 401(k) and profit sharing plan as well as paid time off
• Immediate access to earned wages throughDaily Pay
• Regular and constructive performance feedback
• Healthy, fresh produce you can eat or take home to your family through our generous employee purchase program

Pacific Coast Fresh Company is proud to be an Equal Opportunity and Affirmative Action Employer and, as such, considers individuals for employment according to their abilities and performance. Employment decisions are made without regard to race, age, religion, color, sex, national origin, physical or mental disability, marital or veteran status, sexual orientation, gender identity, gender expression, citizenship and immigration status, genetic information, or any other classification protected by law.Pacific Coast Fresh Company participates in the E-Verify Electronic Employment Verification Program. To ensure that we continue to maintain a safe work environment, all employees must pass a pre-employment drug screen and background check prior to beginning work.