Customer Success Representative

Local, family-owned company searching for someone to join our team! We hail from the great Midwest and treat our customers and employees as part of the family. Other than cheese, brats and beer Wisconsin is also known for exceptional hospitality, a willingness to help others, and honest, hardworking people. We take pride in our Midwest values and use them as a cornerstone for our company. Looking for someone that has the same values and likes to be part of a team!

Role Summary

The Customer Experience Representative (CSR) – Operations is responsible for managing day-to-day client interactions, executing operational tasks, and ensuring orders and requests are processed accurately and on time.

This role serves as the primary point of contact for assigned client accounts and acts as the link between the client and internal warehouse/operations teams. The CSR is expected to be highly organized, detail-oriented, and proactive in identifying and resolving issues before they escalate.

CSRs work closely with the Customer Success Manager (CSM), who provides support, guidance, and escalation handling for more complex issues.

Key Responsibilities

Client Communication & Account Support

• Serve as the day-to-day point of contact for assigned client accounts
• Communicate with clients via Slack, email, portal, and phone
• Provide timely updates on orders, issues, and requests
• Build strong client relationships through clear, proactive communication
• Escalate complex or high-risk issues to the CSM when needed

Order & Task Execution

• Process orders, returns, claims, refunds, and special requests accurately
• Complete purchase orders, invoices, and payment-related tasks
• Ensure all client-specific SOPs and requirements are followed
• Track and manage open tasks to ensure nothing falls through the cracks
• Maintain accurate documentation and records of client interactions

Issue Identification & Resolution

• Identify and troubleshoot order, inventory, or fulfillment issues
• Coordinate with warehouse and operations teams to resolve problems
• Proactively flag risks, delays, or errors before they impact the client
• Escalate issues appropriately with clear context and recommended next steps

Organization & Workflow Management

• Manage multiple client accounts and competing priorities effectively
• Maintain task lists, follow-ups, and status tracking systems
• Ensure deadlines are met and work is completed to standard
• Follow structured workflows established by the CSM

Continuous Improvement & Feedback

• Act as an advocate for the customer experience
• Identify recurring issues or inefficiencies and share with the CSM
• Suggest improvements to processes, communication, or systems
• Learn and adopt best practices for systems and workflows

Required Skills & Experience

• Experience in customer service, account coordination, or operations (3PL experience preferred)
• Strong communication skills (written and verbal)
• High attention to detail and organizational skills
• Ability to manage multiple tasks and deadlines simultaneously
• Strong problem-solving and critical thinking ability
• Comfortable working with systems, tools, and operational workflows
• Ability to follow processes while adapting to changing priorities
• Proactive mindset with a desire to learn and improve

Work Environment & Expectations

• Primarily in-office, working closely with warehouse and operations teams
• Fast-paced environment with frequent changes and priorities
• High accountability for task completion and accuracy
• Regular collaboration with CSM for guidance and escalation support

Who Will Succeed in This Role

• Someone who is highly organized and detail-oriented
• Someone who takes ownership of their work and follows through
• Someone who communicates clearly and proactively
• Someone who enjoys problem-solving and helping customers
• Someone who thrives in a fast-paced, operational environment

Who Will Struggle in This Role

• Someone who struggles with multitasking or organization
• Someone who avoids ownership or follow-through
• Someone who does not communicate proactively
• Someone uncomfortable with ambiguity or shifting priorities

Career Path

This role is designed to develop into a Customer Success Manager (CSM) by building strong operational knowledge, client management skills, and system expertise.

Pay based on experience & ability.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person