Maintain regular outbound communication with assigned retailers
Notify customers of backorders, shipping delays, substitutions, and order updates
Handle returns, order discrepancies, and general account inquiries
Build trust-based relationships
Ensure customers remain active and engaged with consistent follow-up, weekly contact with all customers
Serve as a go-to resource for customers regarding website setup, product feeds, and system integrations
Provide guidance on API connections, order imports, and data flow (no coding required)
Identify issues with integrations or ordering processes and coordinate resolutions internally
Assist customers in ensuring product listings and ordering methods are set up correctly
Identify customer challenges that may impact purchasing and proactively offer solutions
Recommend products or operational improvements that support continued purchasing
Support account growth through service, not traditional selling
Work closely with sales, operations, and warehouse teams to resolve customer issues
Maintain accurate CRM records and account notes
Monitor customer activity to identify disengagement or churn risks

5+ years of experience in customer success, customer service, account management, or ecommerce support
Experience working with ecommerce retailers or online selling platforms
Strong phone presence and confidence making frequent outbound calls
Comfortable learning technical systems and explaining them clearly to non-technical users
Highly organized with the ability to follow processes and manage multiple accounts

Customer Success & Retention Specialist

Key skills