Senior Customer Support Specialist

Senior Customer Support Specialist

Pay Range: $71,000 – $90,000 per year

Hours: 8:00 AM – 5:00 PM

Schedule: Monday – Friday

Location: Fresno, CA

Travel Requirements: Up to 25%

Work Environment: In-office

Customer & Account Ownership

• Own and manage a portfolio of high-value and strategic customer accounts, ensuring consistent delivery of service excellence
• Serve as the primary point of contact for assigned customers, including customer leadership teams
• Drive customer satisfaction, retention, and long-term relationship success
• Proactively identify risks to service performance and implement solutions to mitigate impact

Order Lifecycle & Execution Oversight

• Oversee the end-to-end order lifecycle (inquiry, order entry, fulfillment, delivery, and follow-up) to ensure accuracy and timeliness
• Align customer expectations with internal capabilities, ensuring delivery commitments are met
• Proactively manage order changes, delays, and escalations to minimize disruption to customers
• Monitor shipment status, production timelines, and inventory availability to ensure reliable execution

Complex Issue Resolution & Escalations

• Lead resolution of complex, high-impact customer issues and escalations
• Cook up cross-functional teams (Operations, Supply Chain, Finance, Quality, Regulatory) to drive timely and effective solutions
• Act as escalation point for challenging customer situations within the team
• Ensure root cause analysis is performed, and corrective actions are implemented to prevent recurrence

Cross-Functional Leadership & Collaboration

• Lead cross-functional coordination to support customer needs and business priorities
• Partner closely with Sales Account Executives to support revenue goals, account strategies, and customer growth initiatives
• Influence internal stakeholders to drive alignment on priorities, timelines, and customer commitments
• Represent the voice of the customer in internal discussions and decision-making

Data, Reporting & Continuous Improvement

• Analyze customer trends, service performance, inventory, and order data to identify risks and improvement opportunities
• Provide insights and recommendations to improve processes, service delivery, and customer experience
• Develop and maintain reporting for key accounts, including inventory, production, and service metrics
• Support and lead initiatives to improve efficiency, reduce errors, and optimize workflow

Team Leadership & Mentorship

• Serve as a subject matter expert and resource for Customer Support team members
• Provide guidance and mentorship on complex processes, systems, and customer scenarios
• Share best practices and contribute to team development and knowledge sharing
• Support training and onboarding of new team members

Knowledge, Skills and Abilities

• Strong customer focus with demonstrated ownership of outcomes
• Advanced problem-solving and decision-making skills in complex situations
• Ability to influence cross-functional teams and drive alignment
• Strong analytical skills with ability to interpret data and translate insights into action
• Professional communication skills with confidence engaging across all levels, including senior leadership
• Ability to manage multiple priorities in a fast-paced environment
• High level of accountability, initiative, and attention to detail
• Strong collaboration and relationship-building skills

Education and/or Experience

• Bachelor's degree in business administration, Project Management, Operations, or related field. (preferred)
• 5+ years of experience in Customer Service, Customer Support, or related function
• 3+ years of experience in foodservice distribution or manufacturing environment
• Experience working with ERP and CRM systems (Dynamics AX preferred)