Customer Success Specialist

About the role

Downeast Cider is looking for a Customer Success Specialist to be the primary point of contact for its wholesale customers. You will ensure orders are processed accurately and that each customer enjoys a seamless experience from order placement through delivery. The role is remote with flexible hours, requiring a few hours of overlap with US Eastern time.

Key responsibilities

• Handle customer enquiries, requests, and order changes across phone, email, fax, EDI and the order portal.
• Review and process daily orders, release them in the ERP system, and adjust as needed to avoid errors.
• Create order recommendations based on inventory needs and flag potential shortages.
• Partner with Sales, Marketing and Logistics to identify upsell opportunities and ensure timely deliveries.
• Maintain the Downeast Order Portal and update daily revenue reports.
• Track customer success metrics and KPIs, and troubleshoot basic Google Sheets issues.

Required profile

• Minimum 3 years of customer service experience.
• Excellent written and verbal communication skills.
• Strong problem‑solving and critical‑thinking abilities.
• Ability to collaborate across multiple departments.

Required skills

• Microsoft Office
• Google Sheets
• EDI (Electronic Data Interchange)

What we offer

• Remote work with flexible scheduling.
• Full‑time permanent position.
• Salary range $2,250‑$2,500 per month.
• Opportunity to shape processes in a growing, AI‑driven cider company.