Customer Success Specialist - E-Commerce

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.

 

Purpose Statement

The Customer Success Specialist - E-commerce role is pivotal in ensuring the smooth operation of various tasks related to Cremes’ customer success, from invoicing and order management to building strong customer relationships. The ideal candidate will be detail-oriented, proficient in using ERP systems, and have excellent communication skills.

 

 

Major Responsibilities

1. E-commerce Customer Relationship Management (25%)

• Serve as the primary point of contact and advocate for our e-commerce customers operating under DTO, DTC, and B2B2C models.
• Develop strong relationships with key stakeholders within the e-commerce organization, understanding the nuances of each business approach.
• Gain a deep understanding of each customer's unique online retail needs, challenges, and objectives within their respective models.

 

2. Data Analysis and Reporting (25%)

• Analyze customer data, website analytics, and user feedback across DTC, DTO, and B2B2C models to proactively identify opportunities for improvement.
• Prepare and present regular reports on online store performance, customer satisfaction, and key performance indicators, recognizing the unique metrics associated with each e-commerce paradigm

 

3. Issue Resolution and Support (15%)

• Act as a primary point of contact for any customer issues or concerns related to e-commerce operations, considering the implications for DTO, DTC, and B2B2C models.
• Collaborate closely with technical support and product teams to address e-commerce specific challenges and ensure timely resolution.

 

4. Performance Optimization (15%)

• Collaborate with e-commerce customers operating under DTO, DTC, and B2B2C models to assess and optimize their online store performance, considering the intricacies of each approach.
• Identify opportunities for website efficiency improvements, conversion rate optimization, and enhanced user experience within these diverse models.
• Provide recommendations and strategies tailored to each model to drive online sales and growth effectively.

 

5. Customer Onboarding and Training (10%)

• Ensure seamless onboarding for new e-commerce customers, tailoring the process to their specific DTO, DTC, and B2B2C requirements.
• Provide training resources and guidance to empower customers to maximize the benefits of our e-commerce services within their chosen model.
• Conduct regular check-ins to gauge customer satisfaction and usage, considering the distinct operational dynamics.

 

6. Continuous Improvement (10%)

• Stay up to date with industry trends and best practices in e-commerce, DTO, DTC, and B2B2C, adapting strategies to align with the evolving landscape.
• Propose process enhancements and strategies to optimize e-commerce customer satisfaction and success within the varied models.

 

Knowledge, Skills, and Experience

• Bachelor's degree in Business, E-commerce, or a related field (preferred)

• 2+ years of experience in Customer Success or Account Management within the E-commerce industry, with expertise in DTO, DTC, and B2B2C models

• Data analysis and reporting proficiency

• Exceptional interpersonal and communication skills

• Knowledge of e-commerce platforms and best practices

• Proven ability to build strong customer relationships and provide strategic guidance

• Problem-solving and issue-resolution capabilities

• Ability to adapt to evolving industry trends and customer needs

 

#LI-SS1

#CORP123

 

COMPENSATION