Customer Success Specialist

About the position

The Customer Support Specialist plays a vital role in supporting the Sales Team throughout the entire order-to-cash process. This position is responsible for managing product and customer setup with Trade Partners and works cross-functionally to ensure seamless progression of orders through CR systems, from order placement to production and invoicing. Reporting directly to the Director of Sales Operations, this role also contributes to departmental initiatives aimed at enhancing operational effectiveness and efficiency.

Responsibilities

• Demonstrate the Core Values of Comfort Research in daily execution of tasks and interactions with others.
• Accurately set up products and other settings with trade partners to ensure proper and accurate order-to-cash flow.
• Ensure accurate entry of electronic (EDI) and Manual purchase orders.
• Lead resolution of any purchase order errors or issues preventing OTIF fulfillment.
• Collaborate cross-functionally to review customer change requests and manage the execution of PO changes.
• Act as subject matter expert and administrator for assigned customer portals. Maintain accuracy of contacts and permissions, and communicate relevant vendor announcements.
• Support channel administrative and reporting needs.
• Drive cross-functional collaboration to resolve any order-to-cash issues.
• Validate invoicing and address gaps to ensure a timely invoicing cycle.
• Report on PO and Invoicing execution and provide data-based intelligence on performance.
• Manage workload to align with company priorities.
• Regularly evaluate processes and drive efficiency and effectiveness improvement opportunities.
• Act as additional seasonal support for Customer Service during peak demand periods.
• Lead and support other Sales Operations initiatives as needed.
• Other duties as assigned by leadership.

Requirements

• 2 - 4 years of experience in Customer Support, Sales Operations, or Related Field
• Bachelor's Degree or Equivalent required
• Proficient in Microsoft suite including Excel, Powerpoint, and Word
• Proficiency with Power BI a plus
• Knowledge of mass retail and e-commerce order and supply chain processes preferred
• Excellent verbal and written communication skills
• Ability to prioritize and work independently or in a team environment
• Demonstrated ability to work cross-functionally to solve complex problems.

Benefits

• Generous Paid Time Off (PTO) plan that begins accruing upon hire for eligible Ambassadors
• Culture Awards program with opportunities to win cash prizes or extra PTO in addition to company-wide recognition
• Several paid holidays throughout the year
• Hybrid work environment
• Employee Assistance Program
• Growing family bonus & extra PTO for new parents
• Referral Bonus program
• 401(k) program with generous company match
• A variety of health insurance plans to choose from with company contributions to premiums
• Dental, vision, and other ancillary insurance coverages available
• Company-paid Short-Term Disability coverage
• Company-paid Life Insurance policy
• Free product allowances & product discounts