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.

Why work for Dawn Foods?

• Industry-leading health insurance on Day 1
• Competitive pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• Opportunity for career advancement, working as part of an empowering workforce

About the role

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 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.

Responsibilities

• 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.

Requirements

• 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.

Note: The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.

Benefits

• Comprehensive health and well-being coverage.
• Competitive compensation packages.
• Award-winning benefit offerings.
• Generous 401(k) matching program that provides additional retirement funds.
• Tools and resources on financial wellness.
• Professional growth through tuition assistance and educational programs.

Pay

The base salary for this position is $50,470-$75,710 with bonus eligibility.