Customer Success Specialist

Essential Duties and Responsibilities

• Act as a critical point of contact for Bradford Labs customers, building trusted relationships through proactive communication and tailored solutions.
• Provide strategic updates to customers on production timelines, order status, and delivery schedules, ensuring transparency and alignment with their needs.
• Anticipate and resolve customer challenges, including non-product quality issues (e.g., delivery delays, shipping errors), with professionalism and urgency.
• Develop and deliver customized reports to meet individual customer requirements, leveraging data to enhance decision-making and satisfaction.
• Attend regular customer update calls and meetings to align on goals, enhance open communication, and identify opportunities for growth.
• Drive customer retention and satisfaction by aligning Bradford’s capabilities with customer objectives.
• Identify and pursue upselling and cross-selling opportunities within existing accounts, collaborating with the sales team to drive revenue growth.
• Partner with customers to understand their evolving needs, proposing innovative solutions (e.g., new formulations, new product categories, sustainable packaging) that align with Bradford’s Innovation focus.
• Maintain a deep understanding of customer portfolios and work with the sales team to recommend tailored products and services that enhance their brand.
• Access and manage multiple customer web portals for retrieving purchase orders, tracking changes, submitting updates, and managing product availability for shipping.
• Oversee the end-to-end order management process, ensuring accurate and timely entry of sales orders, including updates to quantities, pricing, adherence to MOQ, lead times and delivery dates.
• Monitor daily production schedules and proactively communicate potential impacts to customer orders, ensuring consistency in delivery.
• Manage Electronic Data Interchange (EDI) orders and customer web portals to retrieve purchase orders, track changes, and update product availability.
• Provide real-time open order reporting, delivering actionable insights to customers and internal teams to optimize operational performance.
• Review available inventory daily to identify products ready to ship. Coordinate with Quality Assurance to release products for shipment.
• Initiate and communicate shipping details (truck count, quantities, destinations) to the shipping team.

Minimum Knowledge, Skills, and Abilities

• High school diploma required; additional education is a plus.
• Minimum of five (5) years of customer service experience preferred.
• Strong analytical thinking and mathematical skills.
• Ability to work independently with minimal supervision under broad guidelines.
• Proficient in using standard office equipment and personal computer systems.
• Excellent written and verbal communication skills.
• Demonstrated ability to resolve conflicts with professionalism and tact.
• Strong computer proficiency, including: Excel – advanced knowledge required, Word – proficient, PowerPoint – a plus, Oracle ERP – experience preferred.
• Collaborative team player with strong interpersonal skills.
• Proven ability to build effective relationships across multiple departments.