Customer Success Specialist

Job Function

The Customer Success Specialist (CSM) is a pivotal role at Bradford Labs, serving as the primary advocate for our customers while driving account growth and operational excellence. This position ensures seamless coordination between customers, sales, manufacturing, and logistics teams to deliver exceptional service, manage orders, and foster long-term partnerships. The CSS proactively manages customer relationships, drives inside sales opportunities, and oversees open order reporting to uphold Bradford's commitments to Quality, Service and Innovation. The ideal candidate is a strategic thinker with strong communication skills, thrives in a dynamic environment, and excels at balancing customer advocacy with business objectives.

Essential Duties and Responsibilities:

Customer Success and Relationship Management

• Act as a critical point of contact for Bradford Labs customers, building trusted relationships through proactive communication and tailored solutions.
• Provide strategic updates to customers on production timelines, order status, and delivery schedules, ensuring transparency and alignment with their needs.
• Anticipate and resolve customer challenges, including non-product quality issues (e.g., delivery delays, shipping errors), with professionalism and urgency.
• Develop and deliver customized reports to meet individual customer requirements, leveraging data to enhance decision-making and satisfaction.
• Attend regular customer update calls and meetings to align on goals, enhance open communication and identify opportunities for growth.
• Drive customer retention and satisfaction by aligning Bradford's capabilities with customer objectives

Inside Sales and Account Growth

• Identify and pursue upselling and cross-selling opportunities within existing accounts, collaborating with the sales team to drive revenue growth.
• Partner with customers to understand their evolving needs, proposing innovative solutions (e.g., new formulations, new product categories, sustainable packaging) that align with Bradford's Innovation focus.
• Maintain a deep understanding of customer portfolios and work with the sales team to recommend tailored products and services that enhance their brand.

Customer Portals

• Access and manage multiple customer web portals for retrieving purchase orders, tracking changes, submitting updates, and managing product availability for shipping.

Order Management

• Oversee the end-to-end order management process, ensuring accurate and timely entry of sales orders, including updates to quantities, pricing, adherence to MOQ, lead times and delivery dates.
• Monitor daily production schedules and proactively communicate potential impacts to customer orders, ensuring consistency in delivery.
• Manage Electronic Data Interchange (EDI) orders and customer web portals to retrieve purchase orders, track changes, and update product availability.
• Provide real-time open order reporting, delivering actionable insights to customers and internal teams to optimize operational performance.

Shipment Release

• Review available inventory daily to identify products ready to ship.
• Coordinate with Quality Assurance to release products for shipment.
• Initiate and communicate shipping details (truck count, quantities, destinations) to the shipping team.

General Responsibilities

• Provide backup support to other Customer Success team members, fostering a collaborative team environment.
• Collaborate with Sales, Manufacturing, Quality Assurance, and Logistics teams to align on customer priorities and operational goals.
• Contribute to process improvements by sharing customer feedback and insights to enhance operational efficiency and customer experience.

Minimum Knowledge, Skills, and Abilities

• High school diploma required; additional education is a plus.

• Minimum of five (5) years of customer service experience preferred.

• Strong analytical thinking and mathematical skills.

• Ability to work independently with minimal supervision under broad guidelines.

• Proficient in using standard office equipment and personal computer systems.

• Excellent written and verbal communication skills.

• Demonstrated ability to resolve conflicts with professionalism and tact.

• Strong computer proficiency, including:

• Excel - advanced knowledge required

• Word - proficient

• PowerPoint - a plus

• Oracle ERP - experience preferred

• Collaborative team player with strong interpersonal skills.

• Proven ability to build effective relationships across multiple departments.

Working Conditions and Physical Demands

• Standard office environment with occasional exposure to manufacturing areas.

Why Join Bradford Labs?

• As a Customer Success Specialist at Bradford Labs, you'll play a critical role in delivering Quality, Service, and Innovation to our customers. You'll partner with top-tier clients to bring their visions to life, drive account growth, and ensure seamless operations that uphold our legacy as a trusted leader in the personal care industry. Join us to make a meaningful impact in a dynamic, customer-focused environment.