Customer Success Specialist

at  Pacific Coast Fresh Company

Come 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.

• 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