Customer Success Specialist – Food Science

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond in a timely and professional manner to incoming web and phone inquiries, acting as an informed first point of contact.

• Utilize consultative discovery techniques to grasp the customer's product, business objectives, timing, inquiries, and the fundamental reasons for seeking testing or labeling assistance.

• Suggest suitable laboratory testing, labeling, and related services in accordance with established company guidelines, involving technical team members when specialized knowledge is required.

• Prepare, present, and follow up on quotes or proposals; address questions; resolve concerns; and guide qualified prospects toward a definitive decision.

• Maintain responsibility for the customer relationship post-sale, ensuring consistency from the initial inquiry through project completion and future engagements.

• Supervise laboratory testing projects from inception to completion, which includes handling submission forms, providing sample instructions, confirming sample receipt, communicating expected delivery dates, status updates, and final report distribution.

• Manage the support inbox to ensure that inquiries and reports are processed accurately and in a timely manner.

• Follow up on invoices generated through QuickBooks and assist in resolving standard billing inquiries.

• Identify opportunities for additional services or future projects based on the customer’s objectives and make pertinent recommendations while maintaining trust.

• Record customer interactions, project developments, notes, tasks, next steps, and follow-up dates in HubSpot to ensure the team has a comprehensive and up-to-date record.

⛳️ Requirements

• Over 5 years of experience in consultative inside sales, business development, account management, customer success, or a closely related customer-facing position.

• Proven capability to manage a sales pipeline and multiple active customer projects with exceptional organization, follow-through, and attention to detail.

• Outstanding (C-Level) written and verbal communication skills in English, including a professional and welcoming phone demeanor.

• Ability to learn technical services and translate complex information into clear, practical advice for customers.

• Experience with HubSpot or a similar CRM, as well as QuickBooks or an equivalent invoicing software.

• Proficient in Microsoft Outlook, Excel, Word, and Teams.

• A strong sense of urgency, sound judgment, curiosity, and the ability to function effectively in a remote team setting.

• Availability to work full-time during MST or PST hours.

🏝️ Benefits

• Flexible work arrangements