Customer Success Specialist

Job DetailsJob Location: Portland, OR 97232Position Type: Full TimeEducation Level: High SchoolSalary Range: $23.00 - $25.00 HourlyJob Category: Customer ServiceCome grow with us!

Pacific Coast Fresh Company is 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 in Portland, Oregon and Seattle (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 to 10pm. 
The team processes customer requests, resolves issues, and onboards customers to our online ordering platform to ensure an excellent experience.  Customer Success Specialists also offer first-level technical support, train customers on new products and features as they become available, and offer on-site and virtual support for customer events.  This is a fun, fast-paced role that requires excellent communication skills, emotional intelligence, business acumen, professionalism, dependability, and strong attention to detail.  This is a hybrid position with two days per week spent working in our Portland office.

What you'll do...

Communicate with customers through multiple channels — phone, email, live chat, in-person, and virtual meetings — to handle requests, orders, issues, and credits
Drive customer retention through proactive communication and strategic support
Research and resolve internal and external customer questions, issues, and concerns in a positive and professional manner
Track key customer metrics and prepare reports to support decision-making
Provide in-person and virtual training and coaching to internal and external customers, helping optimize use of the online ordering platform during onboarding and when new features launch
Participate in testing online ordering updates and provide user feedback to support continuous improvement
Review customer accounts weekly to ensure pricing accuracy and correct product offerings
Utilize company systems and processes effectively to support business objectives
Provide first-level online ordering support and maintain current knowledge of the platform
Acquire and maintain strong product knowledge to best service customers
Communicate regularly with the sales team, buyers, web support, and marketing to ensure consistent quality and service
Work to achieve department KPIs and performance goals
Assist with additional administrative tasks as needed
 

What we look for...

Strong attention to detail with the ability to perform data entry with high accuracy
Excellent problem-solving skills and the ability to work effectively in a fast-paced, multitasking environment
Excellent written and verbal communication skills
Ability to resolve issues in a friendly, professional manner
Proficiency in MS Office, with emphasis on Excel
Experience with ERP Systems or the ability to quickly learn new platforms (familiarity with Produce Pro is a plus)
Experience with online ordering portals preferred
Strong aptitude for technology, software support, and process improvement
Availability for a Wednesday–Sunday work schedule with variable start times and two in-office days per week

What you'll gain...

The opportunity to contribute, learn a lot, and have fun along the way
Competitive pay and comprehensive benefit package including, medical, dental, vision, 401(k) and profit sharing plan as well as paid time off
Immediate access to earned wages through Daily Pay
Regular and constructive performance feedback
Healthy, fresh produce you can eat or take home to your family through our generous employee purchase program
Pacific Coast Fresh Company is proud to be an Equal Opportunity and Affirmative Action Employer and, as such, considers individuals for employment according to their abilities and performance.  Employment decisions are made without regard to race, age, religion, color, sex, national origin, physical or mental disability