Job Description

Location: Buffalo, NY, US, 14213

Req ID: 40164

Segment: Customer Service

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s—Infinite Possibilities. One Family.

Purpose Statement

As a Customer Success Specialist, your mission is to ensure the satisfaction and success of our Silver-tier customers. You will play a critical role in nurturing relationships, resolving issues, identifying growth opportunities, and providing insights to enhance the customer experience.

Key Accountabilities and Outcomes

Customer Relationship Building (30%)

Build and nurture strong, long-lasting relationships with our Silver-tier customers.

Act as their dedicated point of contact for inquiries, concerns, and requests.

Regularly engage with customers to understand their evolving needs and challenges.

Customer Success Strategy (25%)

Develop and execute customized customer success plans for Silver-tier accounts, aligning with their unique goals.

Identify and monitor key customer success metrics and KPIs.

Continuously refine customer success processes for the Silver tier to enhance overall satisfaction.

Product Expertise and Insights (20%)

Develop an in-depth understanding of our products or services, staying updated on features and capabilities.

Provide customers with insights on how to maximize the value of our offerings.

Collaborate with internal teams to ensure product improvements based on customer feedback.

Upselling and Cross-Selling (15%)

Identify opportunities for customers to benefit from additional services or upgraded products.

Collaborate with sales and product teams to explore and execute cross-selling strategies.

Ensure customers are aware of products or services that enhance their experience.

Data and Reporting (10%)

Maintain accurate customer records and interactions in the CRM system.

Generate regular reports on customer success metrics and outcomes.

Share insights with internal teams for continuous improvement.

Knowledge, Skills, and Experience

• Bachelor’s degree in Business, Supply Chain Management, or a related field. (preferred)
• 2+ years of experience in Customer Success or Account Management.
• Exceptional interpersonal and communication skills.
• Strong problem-solving and issue-resolution abilities.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in CRM software and reporting tools.
• Results-oriented, with a focus on customer satisfaction and retention.

COMPENSATION

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$52,798.00 - $71,433.00

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity, standing up for fairness and maintaining a culture of belonging, to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race, color, religion, sex, national origin, disability, military or veteran status, or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Associate Experience Network at hrhelp@rich.com if you need assistance completing this application or to otherwise participate in the application process.

BRINGING YOUR BEST SELF TO WORK.

As a family-owned company, caring for our associates—their whole selves—is a top priority. That’s why we provide benefits and tools to help our people balance the integration of work and life:

• Competitive compensation
• Health & financial benefits
• Paid time off
• Parental leave
• Family planning support
• Flexible work policy
• Associate resource groups
• Volunteering & community impact opportunities
• Holiday gatherings
• In-house taste tests (we are a food company after all)!

It’s all part of how we support our family of associates. Because in the company of family, all things are possible.

MEET RICH’S.

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $3.8 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s—Infinite Possibilities. One Family.

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