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Smithfield Foods · 12 hours ago

Senior Customer Success Specialist

Suffolk, VA

Full-time

Onsite

Senior Level

5+ years exp

Smithfield Foods is an American food company known for its packaged meats and fresh pork products. They are seeking a Senior Customer Success Specialist to manage the order process for top corporate accounts, ensuring exceptional customer satisfaction and service excellence. The role involves collaboration with various departments to resolve issues and maintain strong customer relationships.

Food and BeverageHospitality

Responsibilities

Order Lifecycle Management: Guide the order process from entry to delivery, both domestically and internationally. Ensure adherence to order management policies to reduce errors and maximize supply chain efficiency

Collaboration & Problem Resolution: Partner with Supply Chain and Transportation to reduce shortages, late deliveries, and OTIF deductions. Address customer shortages with root cause analysis and recovery options. Provide updates to customers, sales, and brokers on order status

Data Accuracy & Process Support: Maintain accurate Customer Master Data to avoid delays in order entry. Assist Loss Prevention with issues related to incorrect or rejected orders. Work with Distribution Centers and Plants to prioritize orders and manage matrix leveling

Relationship Building & Communication: Develop strong, trusted relationships with customers through proactive communication. Manage high volumes of requests, ensuring prompt issue resolution. Host calls with sales, supply chain partners, and customers to address concerns

Account Ownership & Growth: Own customer accounts, maintaining accurate notes and tracking performance metrics. Promote increased order size, direct plant shipments, and customer programs. Manage order trackers to ensure visibility on shortages and delivery issues

Leadership & Team Support: Act as an escalation point for direct reports and supply chain partners. Support Team Leads in training and mentoring to align with the company vision and goals. Embrace change and promote the vision across the team

Customer Service Excellence: Deliver world-class customer service, exceeding expectations and creating “wow” moments. Present performance data on OTIF and fill rates, along with root cause analysis and countermeasures for improvement

Qualification

Bachelor's DegreeAnalytical experienceMicrosoft OfficeExcelProblem-solvingMulti-taskingCommunication skillsFlexibilityConfidentiality

Required

Bachelor's Degree from an accredited four-year college or university and 5+ years' relevant experience in an analytical role; or equivalent combination of education and experience, required

Strong knowledge of Microsoft Office, Outlook with an emphasis on Excel and PowerPoint

Strong decision making and problem-solving skills

Strong written and verbal communication skills

Must be able to multi-task with many competing day-to-day activities with competing priorities

Flexibility to adapt to a varied work schedule

Must be able to maintain a high level of confidentiality

Requires travel, up to 15% of the time

All other duties as assigned