Customer Success Specialist

This is a fully remote position, open to applicants in Serbia, +5 more states.

📋 Description

• Serve as the main contact for wholesale clients, addressing inquiries, requests, and changes to orders.

• Review and process daily customer orders through phone, email, fax, EDI, and the order portal.

• Oversee and maintain the Downeast Order Portal.

• Release orders in the ERP system and modify them during processing to prevent errors.

• Generate customer order suggestions based on inventory requirements.

• Collaborate with Sales and Marketing to discover opportunities for additional orders.

• Monitor customer success metrics and key performance indicators (KPIs).

• Work closely with Logistics to guarantee accurate and timely deliveries.

• Update daily revenue reports and resolve basic Google Sheets functions and issues.

• Keep an eye on finished goods inventory and proactively alert the Supply Chain of potential shortages.

• Respond to customer emails in the info@downeastcider.com inbox.

• Ensure 3–4 hours of overlap with US Eastern time.

⛳️ Requirements

• Over 3 years of experience in customer service.

• Exceptional written and verbal communication abilities.

• Strong problem-solving and critical thinking capabilities.

• Ability to work collaboratively across various departments.

• Proficient in Microsoft Office applications.

• Eagerness to learn new systems and processes.

• Detail-oriented with excellent organizational skills.

• Positive and empathetic approach towards customers.

• Experience in a fast-paced environment is a plus.

• Capability to work remotely as an independent contractor.

• Availability for at least 3–4 hours of overlap with US Eastern time.

🏝️ Benefits

• Monthly compensation ranging from $2,250 to $2,500.

• Full-time position.

• Completely remote work environment.

• Flexible working hours within a 6AM-4PM US Eastern time frame.

• Options for flexible schedules, such as 9-5, 6AM-2PM, 7AM-3PM, or 8AM-4PM.

• Opportunity to serve in a full-time, primary capacity.

• Independent contractor arrangement with remote flexibility.