Customer Success Coordinator
About
Welcome to the world of Crazy Freeze-Dried Candy and Crazy Cookies, where we put a fun and unexpected twist on classic favorites. Our signature freeze-drying process transforms everyday candy into light, crunchy, flavor-packed treats that deliver a one-of-a-kind snacking experience. And now, with our delicious line of Crazy Cookies, we're bringing the same creativity and excitement to irresistible cookie creations that are just as bold, fun, and unforgettable. As we continue to grow, our mission remains the same: to help people have fun, be happy, and savor the sweetness of great candy and cookies. We invite you to join us in celebrating the magic of Crazy Candy and Crazy Cookies and the shared experiences it brings.
Position Overview
The Customer Success Coordinator is responsible for delivering an exceptional customer experience by serving as the primary operational liaison between customers and internal teams. This role manages the complete customer order lifecycle—from order entry through fulfillment—while ensuring accurate order processing, EDI compliance, and seamless coordination across Sales, Production, Supply Chain, Logistics, and Quality.The ideal candidate is highly organized, customer-focused, and detail-oriented, with the ability to build strong customer relationships, manage multiple priorities, and proactively resolve issues in a fast-paced manufacturing environment. This position plays a key role in supporting operational excellence, driving customer satisfaction, and contributing to continuous process improvement.
Key Responsibilities
Customer Relationship Management
- Serve as the primary point of contact for customer accounts, providing timely, professional, and solution-oriented support.
- Build and maintain strong customer relationships through proactive communication and exceptional service.
- Coordinate customer requirements with Sales, Production, Supply Chain, and Logistics to ensure successful execution.
- Anticipate customer needs and identify opportunities to improve the overall customer experience. Resolve customer issues quickly while maintaining a high level of professionalism and accountability.
Order Management & Fulfillment
- Manage the complete customer order lifecycle from order entry through shipment and delivery.
- Review customer purchase orders for accuracy and ensure timely processing within the ERP system.
- Coordinate with Production, Planning, Logistics, and Quality teams to ensure customer requirements are met.
- Monitor order status, inventory availability, and production schedules to proactively address potential delays.
- Communicate order updates, shipment information, and delivery expectations to customers.
EDI & SPS Commerce Management
- Manage all Electronic Data Interchange (EDI) transactions through SPS Commerce.
- Serve as the primary contact for EDI-related communication with customers, vendors, and third- party providers.
- Monitor EDI transaction activity to ensure compliance with customer requirements.
- Troubleshoot and resolve EDI transaction failures, data discrepancies, and communication issues in collaboration with IT and Operations.
- Generate and validate Advance Ship Notices (ASNs), UCC-128 labels, packing lists,
Operational Coordination
- Partner with Sales, Production, Supply Chain, Finance, and Logistics teams to ensure seamless execution of customer requirements.
- Assist with production forecasting and inventory planning to support customer demand.
- Coordinate new product introductions, customer launches, and special projects as needed.
Compliance & Quality
- Ensure customer orders meet all quality standards, customer specifications, and regulatory requirements.
- Maintain accurate customer records and operational documentation.
- Ensure compliance with internal policies, customer requirements, and EDI standards.
- Support quality investigations and corrective actions related to customer orders when necessary.
Reporting & Continuous Improvement
- Monitor key performance indicators (KPIs) related to customer service, order fulfillment, and EDI performance. Analyze order trends and operational data to identify opportunities for process improvement.
- Prepare reports and provide operational insights to support business decisions.
- Participate in continuous improvement initiatives that improve customer satisfaction, e]iciency, and operational performance.
Qualifications
Education
- Bachelor's degree in Business Administration, or a related field preferred.
Experience
- Two or more years of experience in Customer Success, Account Coordination, Customer Service,
Supply Chain, Order Management, or Operations within a manufacturing or distribution environment.
- Experience working with EDI transactions and SPS Commerce strongly preferred.
- Experience supporting customer accounts within an ERP environment preferred.
Knowledge, Skills & Abilities
- Strong understanding of customer order management and fulfillment processes.
- Working knowledge of Electronic Data Interchange (EDI), SPS Commerce, and customer compliance requirements.
- Experience with ERP systems such as Fishbowl, NetSuite, SAP, or similar platforms.
- Excellent organizational skills with exceptional attention to detail.
- Strong analytical and problem-solving abilities with a continuous improvement mindset.
- Outstanding written and verbal communication skills.
- Ability to e]ectively prioritize multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Excel and Microsoft O]ice applications.
- Ability to build collaborative relationships across all levels of the organization.
- Customer-focused with a commitment to delivering exceptional service.
Crazy Candy is committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Pay: $72,000.00 - $80,000.00 per year
Benefits:
Work Location: In person
