Customer Success Coordinator; On-Site

Fore Front Packaging Solutions designs, sources, and warehouses packaging solutions for some of

Chicago's leading food manufacturers. Our customers range from established regional

manufacturers to companies producing and co-packing products for major retailers, restaurant

brands, and food service organizations.

Our product portfolio includes poly and paper bags, tubs and lids, cups, boxes, and other custom

packaging solutions.

Just as important as what we do is how we work. Fore Front is a collaborative, fast-moving company

where people are encouraged to ask questions, take ownership of their work, improve processes,

and support one another. We put significant care into maintaining a workplace where employees

can learn, contribute, and grow, and we are looking for someone who will add positively to that

culture.

The Customer Success Coordinator (CSC) is a key day-to-day point of contact for an assigned portfolio

of Fore Front's B2B customer accounts.

This role combines customer service, order management, reporting, and day-to-day account

support, with a strong emphasis on responsiveness, accuracy, organization, and follow-through. The

CSC helps ensure customers have a smooth experience from order placement through delivery

while working closely with Sales Operations, account owners, warehouse operations, and other

internal teams.

This is not a call-center or retail customer-service position. We are seeking a dependable

professional who takes pride in getting the details right, communicates proactively, learns systems

and processes quickly, and is comfortable taking ownership of routine customer and order needs.

Note

Strategic and key accounts remain under senior account ownership. The CSC may

receive cross-training on certain key-account workflows in order to provide coverage and

backup when directed but does not assume primary ownership of those accounts, they remain

under ownership of the Director of Business Development.

• Serve as the primary day-to-day contact for an assigned portfolio of customer accounts.
• Respond professionally and promptly to routine order questions, delivery-status requests,
• inventory inquiries, and other customer needs.
• Build responsive and professional relationships with customers and internal teams.
• Proactively communicate order updates, delays, discrepancies, or other information that may
• affect the customer.
• Identify issues requiring additional commercial, relationship, pricing, or operational judgment
• and elevate them according to the escalation matrix.

• Enter and process customer orders accurately in Goldfinch (Salesforce) and monitor orders
• through the order lifecycle from placement through delivery.
• Verify item numbers, quantities, pricing, shipping information, inventory availability, and delivery
• requirements before processing orders.
• Provide same-business-day order confirmations for processable orders.
• Identify and resolve routine discrepancies and elevate exceptions when additional approval or
• guidance is required.
• Coordinate with warehouse operations and account owners to help keep orders on schedule.
• Maintain organized and accurate order records and customer communication.

• Format, review, and distribute the daily Morton Grove inventory report in accordance with
• established SOPs and reporting deadlines.
• Prepare and format customer inventory reports as assigned.
• Use Microsoft Excel for inventory formatting, pricing lookups, inventory selection, data
• validation, basic reporting, and other operational tasks.
• Review data carefully for accuracy before distributing internal or customer-facing information.
• Maintain familiarity with inventory locations and warehouse processes in order to support
• accurate order and inventory decisions.

• Use Goldfinch (Salesforce) and other company systems to manage customer orders, order data,
• customer information, and account activity.
• Develop proficiency with company reporting tools, shared inbox workflows, templates, and
• internal resources.
• Use company-approved AI productivity tools (e.g., ChatGPT or Claude) to assist with tasks such
• as summarizing information, querying SOPs, and improving workflow efficiency.
• Independently verify AI-assisted work before use, particularly quantities, pricing, inventory,
• customer information, and other critical order details.
• Handle customer information and use AI tools in accordance with training guidelines.