About Company
Palmer Candy Company, a proud staple of Sioux City, Iowa since 1878, is one of the oldest and largest confectionery manufacturers in the United States. With a rich heritage spanning over a century, we’ve delighted generations with our diverse range of delicious chocolates, candies, and snacks. While our roots are deeply local, our reach is national, serving a broad spectrum of retail partners and direct consumers. At Palmer Candy, we blend tradition with innovation, continually striving to create irresistible treats while upholding our commitment to quality, community, and exceptional customer satisfaction. Our commitment extends to our team, fostering a supportive environment where every individual contributes to our sweet legacy and collective success. Join our team and be part of a company that values its history as much as its future.
Job Description
Are you a proactive problem-solver with a passion for helping others succeed? Palmer Candy Company is seeking a dynamic and detail-oriented Customer Success Assistant to join our growing team, specifically dedicated to supporting our remote customer channels. In this pivotal role, you will be the frontline support for our valuable customers, ensuring a seamless and positive experience across various digital touchpoints. You’ll play a crucial part in nurturing customer relationships, resolving inquiries efficiently, and identifying opportunities to enhance satisfaction and loyalty, all from a remote work environment. This isn’t just about answering questions; it’s about proactively engaging, understanding customer needs, and contributing to their long-term success with Palmer Candy products and services. You will act as a bridge between our customers and various internal departments, ensuring that feedback is heard and actions are taken to continuously improve the customer journey. If you thrive in a fast-paced, virtual setting, possess excellent communication skills, and are eager to make a tangible impact on customer happiness, we encourage you to apply and help us continue our tradition of excellence.
Key Responsibilities
- Respond to customer inquiries via email, chat, and phone calls in a timely, professional, and empathetic manner.
- Assist customers with product information, order tracking, account management, and general support.
- Troubleshoot and resolve customer issues, escalating complex problems to senior team members or relevant departments when necessary.
- Document all customer interactions and resolutions accurately within our CRM system.
- Identify common customer pain points and provide constructive feedback to improve processes, products, and services.
- Proactively engage with customers to ensure satisfaction, identify upselling opportunities, and contribute to retention efforts.
- Collaborate effectively with sales, marketing, operations, and logistics teams to ensure a consistent and high-quality customer experience.
- Support the launch of new products or services by providing accurate and helpful customer-facing information.
- Contribute to the creation and maintenance of customer success resources, such as FAQs, knowledge base articles, and self-help guides.
- Maintain a high level of product knowledge and stay updated on all company offerings and promotions.
- Adhere to company policies and procedures, ensuring data privacy and security in all customer interactions.
Required Skills
- Excellent written and verbal communication skills, with a friendly and professional demeanor.
- Proficiency with CRM software (e.g., Salesforce, HubSpot, Zendesk) and office productivity tools (e.g., Microsoft Office Suite, Google Workspace).
- Strong problem-solving abilities, critical thinking, and keen attention to detail.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote work setting.
- Empathetic, patient, and resilient disposition with a strong customer-first mindset.
- Reliable high-speed internet connection and a dedicated, quiet home office space conducive to remote work.
- Demonstrated experience with multi-channel customer support (email, chat, phone).
- Minimum of 1 year of experience in a customer service or customer support role.
Preferred Qualifications
- Associate's or Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- Previous experience within the food, confectionery, or CPG (Consumer Packaged Goods) industry.
- Familiarity with e-commerce platforms and online retail environments.
- Experience with social media management for customer service and brand engagement.
- Bilingual proficiency (Spanish a plus) to assist a broader customer base.
- Experience with remote team collaboration tools (e.g., Slack, Microsoft Teams).
Perks & Benefits
- Competitive salary and opportunities for performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with generous company matching contributions.
- Paid time off (PTO) and company-observed holidays.
- Exclusive employee discounts on delicious Palmer Candy products.
- Opportunities for professional development, training, and career growth within a historic company.
- Supportive, inclusive, and collaborative remote work environment.
- Life insurance and short-term/long-term disability coverage.
- Employee assistance programs for personal and professional well-being.
How to Apply
If you are eager to contribute to a beloved American tradition and excel in a remote customer success role, we invite you to apply. Please click on the application link below to submit your resume and a compelling cover letter outlining your relevant experience, detailing your remote work capabilities, and explaining why you are a great fit for Palmer Candy Company. We look forward to hearing from you!