Customer Service Representative

Position: Customer Service Representative 2

Why work for Dawn Foods?

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

PEOPLE.

PRODUCTS. CUSTOMERS Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce.

Job Purpose and Overview

Customer Success Representative 2’s is the initial point of contact for customers and our sales team, providing support in various aspects or order processing. Customer Success Representative’s II primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Providing support in resolving complex issues through ownership or leveraging insights and perspectives of our cross functional teams. Manage customer complaints effective while maintain professionalism and finding resolution within established guidelines.

Works closely with cross functional teams to ensure best-in-class customer experience.

Schedule: Monday–Friday, 8:00 AM–5:00 PM.
Fridays are 7:30 AM–4:30 PM, with flexibility based on customer needs, regional demands, or leader direction, and the role follows a hybrid model requiring three days per week onsite at the Distribution Center in Romulus, Michigan. Relocation assistance is not available.

What will you do as a Customer Success Rep 2 at Dawn Foods?

• Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
• Account ownership of House Accounts which includes all communication & order management with the customer.
• Mentor CSR I’s by providing training and working with them on troubleshooting/escalations.
• Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively.
• Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.
• Collaborate directly with cross functional Teams to trouble shoot customer issues and ensure excellent customer service throughout the entire customer journey.
• Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals.
• Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments.
• Be a Subject Matter Expert for all Dawn facilitated platforms.
• All other duties and responsibilities as assigned by Customer Success management.

What Does It Take to be a Customer Success Rep 2 at Dawn Foods?

Below are the minimum qualifications to be a fit for this job.

• High school diploma/GED
• 3+ Years of Customer Service in an office environment, assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support-related role can also be considered.
• Strong Problem‑Solving Skills
• Detail Oriented with the ability to multi‑task and work independently.
• Excellent verbal and written communication skills

Below are preferred qualifications to be a fit for this job.

• Bilingual – Fluency in Spanish Highly Preferred
• Salesforce Experience
• SAP Experience

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.…