Customer Success Specialist

7 months ago

Montréal, Canada Buddha Brands Full time

**GET TO KNOW US**:
At Buddha Brands, we exist to **redefine what it means to live well**. Plant powered nutrition that is good for our bodies, our taste buds, and our planet. Our portfolio consists of Thirsty Buddha beverages and Hungry Buddha snacks. We believe that by helping our world be healthier, it can be more sustainable too. Our company culture is guided by a vibe we call, **THE BUDDHA WAY**, which is all about being curious, self aware and humble. We seek team members with a growth mindset, that are passionate about treating people and our planet as a number one priority, while building and growing memorable experiences and relationships along the journey. We are Powered by Plants and Fuelled by Purpose - come join us

**WHAT WILL YOU DO?**

Reporting directly to the Operations Manager, the Customer Success Specialist is responsible for handling end-to-end processes for customer orders, from processing to delivery, and plays a crucial role in ensuring customer satisfaction and efficient operations. A successful Customer Success Specialist in this role combines strong attention to detail, effective communication skills, problem-solving abilities, and a customer-centric approach to ensure smooth order processing and delivery. Their contributions play a significant role in maintaining customer loyalty and driving the overall success of the organization.

As the Customer Success Specialist your primary responsibilities include:
**Order Processing**:

- Receive and process customer orders accurately and efficiently.
- Review order details for accuracy, including product selection, quantity, pricing, and shipping information.
- Enter orders into the system and ensure all required information is captured.

**Order Coordination**:

- Communicate with various departments (sales, logistics, inventory) to ensure order fulfillment is smooth and timely.
- Coordinate with production or procurement teams to ensure sufficient inventory is available for order fulfillment.

**Customer Communication**:

- Proactively communicate with customers to confirm order details, address any questions or concerns, and provide order status updates.
- Serve as the primary point of contact for customer inquiries related to orders.

**Order Tracking and Monitoring**:

- Monitor the status of orders, ensuring they progress through each stage of processing, packaging, and shipping.
- Identify and address any potential delays or issues that could impact order delivery.

**Shipping and Logistics**:

- Collaborate with the warehouse team to arrange shipments, select carriers, and coordinate delivery schedules.
- Generate shipping labels, tracking numbers, and related documentation.

**Problem Resolution**:

- Investigate and resolve order-related issues, such as shipping delays, missing items, or incorrect shipments.
- Collaborate with internal teams to provide timely solutions and ensure customer satisfaction.

**Documentation and Reporting**:

- Maintain accurate records of customer orders, interactions, and relevant documentation.
- Generate reports and analyses related to order processing, delivery performance, and customer feedback.

**Customer Relationship Management**:

- Build strong relationships with customers by providing exceptional service and addressing their needs.
- Gather feedback and insights from customers to continuously improve order processes and customer experience.

**Process Improvement**:

- Identify opportunities to streamline order processing, enhance efficiency, and reduce errors.
- Collaborate with cross-functional teams to implement process improvements.

**Customer Satisfaction**:

- Ensure a seamless and positive customer experience from order placement to delivery.
- Proactively gather feedback and measure customer satisfaction metrics.

**WE WANT YOU IF YOU HAVE**
- **Customer Service Experience**: Strong background in customer service is crucial. Experience in roles where you've interacted with customers, resolved issues, and provided exceptional service lays the foundation for success in this role.
- **Order Processing Knowledge**: Familiarity with order processing systems, software, and tools is beneficial. Experience in accurately entering and managing orders is essential to ensure smooth operations.
- **Logistics and Shipping Understanding**: Basic knowledge of logistics and shipping processes helps in coordinating order deliveries effectively. Prior exposure to working with carriers, tracking shipments, and managing delivery schedules is valuable.
- **Detail Orientation**: Attention to detail is critical to ensure accurate order processing and to prevent errors in shipments. Experience in roles that demand precision, such as data entry or quality control, is advantageous.
- **Problem-Solving Skills**: Experience in roles that require quick problem-solving, issue resolution, and critical thinking is beneficial. Customers may face issues related to orders, and your ability to address them promptl

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