Customer Success Engagement Specialist

Overview

Our Customer Engagement Specialist (CES) plays a crucial role in the experience of Malteurop Malting Company customers, both internal and external. The CES collaborates with sales, transportation, accounting, manufacturing plants, and distribution centers nationwide to proactively engage customers and resolve business needs with urgency. The role requires open communication with the sales team and customers to support ongoing success.

The CES works with the Customer Success team to foster a culture of teamwork and clear communication. The position emphasizes relationship-building, customer-centric thinking, and identifying process gaps for improvement, with the ability to provide practical resolutions.

• Monitor customer orders, returns and credits
• Coordinate with pricing, credit, quality assurance, transportation, warehousing and supply chain
• Handle customer escalations and communicate resolutions
• Proactive daily follow-up with customers on orders
• Communicate with customers across channels (email, live chat, phone)
• Provide backup support to all team members within the department
• Monitor reports to manage orders, returns, complaints, contracts, forecast, etc.
• Maintain daily communication with the sales team regarding customer feedback
• Ensure timely resolution of customer complaints and capture related costs
• Maintain and update customer accounts as needed
• Participate in and own the customer onboarding process
• Manage customer contract knowledge and maintenance
• Participate in forecasting information and Demand Planning solutions
• Investigate and provide solutions to customer/company issues
• Provide information on new products to support sales

• A clearly demonstrated and articulated passion for customer service
• High School Diploma
• 5+ years’ experience in an account management role
• Experience using ERP system; SAP preferred
• Experience using CRM system;  preferred
• Ability to adapt in a fast-paced, growing industry
• Highly organized
• Strong attention to detail
• Proficiency in Microsoft Excel, PowerPoint and Word
• Effective and efficient communication skills

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. Ability to write reports and respond to questions from employees, managers and executives.

Ability to perform basic math functions, compute rates, ratios and percentages. The ability to use statistical functions is also required.

Ability to extract data from a database and classify it by criteria. Ability to extrapolate, identify related occurrences, and apply scientific principles to design tests for hypotheses drawn from observations.

Ability to use a computer and other office equipment.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.