Senior Customer Success Specialist

Senior Customer Success Specialist

A great job-and a great future-awaits you at Smithfield Foods. We are an American food company with a leading position in packaged meats and fresh pork products. We're looking for motivated people who want to join our team and grow lasting and meaningful careers with us. Apply Now!

The Value You'll Bring:

Are you passionate about building strong, lasting relationships with customers and driving service excellence? As a Senior Customer Success Specialist, you'll play a pivotal role in supporting our top corporate accounts and ensuring exceptional customer satisfaction.

In this dynamic and fast-paced environment, you'll be responsible for managing the entire order process—from entry to delivery—ensuring we meet our #1 priority: highest case fill rates and on-time delivery. We're looking for a problem-solver with strong communication skills, who is approachable, customer-focused, and committed to delivering outstanding service at every step. This is a fantastic opportunity to take ownership and make a direct impact on our customers' success.

If you're ready to make a difference and grow in a customer-centric role, this is the position for you!

What You'll Do:

• 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.

What We're Seeking:

• 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.

Other Skills That Make You Stand Out:

• Ability to accept constructive feedback.
• Ability to coach, lead and manage under conditions of ambiguity and uncertainty.
• Ability to manage conflict.
• Effective change management skills.
• Ability to work well with others in fast paced, dynamic environment.
• Ability to be kind, respectful, approachable and team oriented while building strong working relationships and a positive work environment.
• "Can" do attitude and solutions driven.

Physical Demands & Work Environment:

• Capable of sitting for extended periods of time.
• Must be able to lift up to 15 pounds at times.
• Frequently required to sit; stand; walk; reach with hands and arms.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception.
• Able to travel as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Relocation Package Available No

EEO Information Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595.