Customer Success Lead

Job Description

Job Description

Job Summary :

This exciting role will be the face of the company for our marketplace and purchase program. The successful candidate must care deeply about solving avoidable wasted food and have excellent Customer Success Lead will manage the online marketplace and work closely with customer’s orders, confirming accuracy, and ensuring vendor commitments in accuracy and pricing. The Lead must also possess strong communication, interpersonal, and organizational skills to interact successfully with vendors, non profit customers and managers in responding to customer inquiries and resolving issues or complaints.

Duties / Responsibilities :

• Conduct demos of our platform to new and existing suppliers
• Account relations - Including assisting with onboarding and troubleshooting.
• Receive, coordinate and process incoming orders in our online platform
• Coordinate and schedule delivery of orders with vendors and non-profits
• Pricing out 3rd party logistics and vendors as needed
• Prepare PO’s, and Invoice customers
• Prepare standard operating procedures, knowledge-based documents such as summaries and responses to frequently asked questions.
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Collect data and prepare reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success team performance.

Required Skills / Abilities :

Salary : $60,000 + benefits package

Location : Hybrid - Office in Vancouver + Remote (Must reside in British Columbia)