Customer Success Lead

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:

• Must be personable and enjoy working in a customer facing role with people in nonprofit and for profit organizations
• Strict attention to detail.
• Min 5 years of customer success experience required, preferably in the food industry or Consumer Packaged Goods industry.
• Accounts payable and receivable experience with some knowledge of Xero
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once.
• Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation to the technical or management Teams
• Comfortable using and learning software, including Google Suite, MS Office (Excel), ticketing/tracking systems and Salesforce.
• Excellent verbal and written communication skills.
• Ability to problem solve and resolve customer complaints and issues while maintaining a professional and calm demeanour.