B2B Fulfillment Specialist

Summary

Join our team as a B2B Fulfillment Specialist and maintain strong customer relationships while driving revenue growth. You will ensure customer satisfaction through consistent communication, offer products during monthly check-ins, and manage contract renewals. This role requires strong communication and organizational skills, project management experience, and proficiency with CRM software. The ideal candidate will possess a proven track record in customer relationship management and project management. We offer a comprehensive benefits package including healthcare, 401k matching, flexible time off, parental leave, and remote work options. This position offers the opportunity to make a significant impact on the business by improving customer satisfaction and increasing fulfillment rates.

Requirements

• 0-2 years of experience in customer relationship management, project management, and/or sales related roles
• Proven experience in project management, preferably in a customer-facing role
• Strong communication skills, both verbal and written
• Excellent organizational and time management skills
• Proficiency in using CRM software and project management tools
• Ability to work independently and collaboratively in a fast-paced environment
• Problem-solving skills and ability to think creatively to find solutions

Responsibilities

• Maintain relationships with the customer pipeline, driving revenue growth and success to the business
• Conduct post-fulfillment surveys and communication to ensure customer satisfaction
• Implement and maintain a structured communication plan, including 30-60-90 day and ongoing communication with sold customers
• Offer products and services during monthly check-ins, responsible for generating new Monthly Recurring Revenue (MRR)
• Manage contract renewals as customer contracts expire, ensuring retention and customer satisfaction
• Increase fulfillment rates by managing orders from inception to completion/installation
• Efficiently enter orders into the back-office system, ensuring accuracy and timeliness
• Set milestones and proactively reach out to suppliers for updates to ensure timely delivery and installation
• Utilize SMS/email systems to send reminders to customers regarding milestone updates
• Proactively resolve cancellations by addressing customer concerns and finding solutions to retain their business
• Refer customers back to the sales team to pivot to a new solution when necessary

Benefits

• We offer low-cost, competitive health coverage (domestic partners included!) with employer-paid counseling services
• Enjoy 401(k) matching after just two months of employment, with employer matching starting at ~3%
• Access an employer-paid spending account for physical, financial, and emotional wellbeing expenses
• We offer competitive time-off balances that accrue weekly, just like your paycheck. (Yes, we’re paid weekly too!)
• We provide 2 weeks of paid parental leave during the first year and up to 9 weeks after one year of employment
• Celebrate cultural diversity with additional flex holidays in addition to our company paid holidays
• Embrace the flexibility of working from home
• Ensure peace of mind with coverage that extends beyond the workplace with employer paid life insurance (including coverage for dependents and spouses)
• Join us in fostering connections, celebrating diversity, and providing a supportive community for all