Customer Success Specialist

Downeast Cider is a ~100-person cider manufacturer based in Boston. They specialize in crafting high-quality cider and have teams dedicated to production, packaging, supply chain, sales, marketing, and finance. Notably, Downeast Cider has no in-house software engineering or IT function, but they have recently begun experimenting with AI tools like Claude Code and ChatGPT to streamline internal workflows.

One team member prototyped an order portal replacement, saving the company $15k annually in software subscriptions. Another developed a sales tool, showcasing their potential for innovation. Downeast Cider is now looking for a Customer Success Specialist to take these rough drafts and transform them into production-ready solutions. The goal is to unlock new business capabilities, reduce manual work, and empower managers with advanced tools.

The role of Customer Success Specialist at Downeast Cider involves being the primary point of contact for wholesale customers. Your responsibilities will include:

• Handling customer inquiries, requests, and order changes
• Reviewing and processing daily customer orders across multiple channels, including phone, email, fax, EDI, and the order portal
• Managing and maintaining the Downeast Order Portal
• Releasing orders in the ERP system and making adjustments during processing to avoid errors
• Creating customer order recommendations based on inventory needs
• Partnering with Sales and Marketing to identify opportunities for additional orders
• Tracking customer success metrics and KPIs
• Collaborating closely with Logistics to ensure accurate and timely deliveries
• Updating daily revenue reports and troubleshooting basic Google Sheets functions and errors
• Monitoring finished goods inventory and proactively flagging potential shortages to Supply Chain
• Replying to customer emails in the info@downeastcider.com inbox

Flexible working hours are available, with a requirement of at least 3-4 hours of overlap with US Eastern time (Boston).

Requirements

To excel in this role, you need:

• 3+ years of customer service experience
• Excellent written and verbal communication skills
• Strong problem-solving and critical thinking skills
• Ability to collaborate across multiple departments
• Strong proficiency in Microsoft Office
• Willingness to learn new systems and processes
• Detail-oriented and highly organized
• A positive, empathetic attitude towards customers

Additional advantages include:

• Experience working in a fast-paced environment

The ideal candidate enjoys helping customers, communicates confidently, remains calm under changing priorities, and can manage multiple requests without losing focus. Detail orientation is crucial, as you will need to catch issues before they escalate, think long-term, and communicate clearly with the team about upcoming changes. You should be comfortable collaborating with Operations, Logistics, Sales, and Supply Chain to deliver a seamless customer experience.

Benefits

Downeast Cider offers the following benefits:

• A competitive salary of $2,250-$2,500 per month
• Full-time position
• Fully remote work environment
• Flexible working hours within the 6AM-4PM window, aligned with US Eastern time

Note: The salary depends on experience and location, and it is a gross salary. Applicants are responsible for any tax-related procedures in their country of residence. This role is intended for those willing to work remotely as an independent contractor.