Customer Success Specialist
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. As a Customer Success Specialist, you'll be the primary face and voice of the company to customers, handling requests and ensuring an excellent experience through various communication channels.
Responsibilities
- 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
Skills
- High School education level
- 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
- 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
- Pass a pre-employment drug screen and background check
- Experience with online ordering portals
- Familiarity with Produce Pro
Benefits
- 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
- Healthy, fresh produce you can eat or take home to your family through our generous employee purchase program
Company Overview