National Account Customer Service Representative
Performance Food Group
Job Description
Green Rabbit (a part of Performance Food Group's Vistar Segment) is an e-commerce distributor leading the industry in cold chain solutions delivered directly to consumers. We are growing rapidly and are seeking a Customer Success Representative to join our team. This person will serve as the primary point of contact for assigned customer and brand accounts and support day-to-day administrative and front-desk operations at our Braintree, MA office.
Position Summary
The Customer Success Representative is responsible for managing and growing strategic brand partnerships through high-touch account management, onboarding, operational coordination, and white-glove service delivery. This role serves as the central point of accountability between customers, brands, and internal teams including Sales, Operations, Inventory, Quality, IT, Finance, and Logistics to ensure seamless execution, SLA compliance, and profitable growth.
This position also supports front desk and office administration functions for the Braintree, MA location, ensuring a professional, organized, and welcoming experience for employees, visitors, vendors, and customers.
The CSR owns the full lifecycle of assigned accounts, from onboarding and expansion to special projects, seasonal planning, inventory management, compliance monitoring, and day-to-day operational excellence.
Schedule: Monday through Friday during standard business hours in a hybrid work environment. This role requires onsite presence Tuesday through Thursday, with the opportunity to work remotely on Mondays and Fridays after successfully completing the first 60 days of employment.
Responsibilities
Account Growth & Sales Support
- Expand existing brand product lines, divisions, and customer programs.
- Support promotions, limited-time offerings, holiday programs, and special projects.
- Partner with Sales on brand introductions, pipeline planning, and referrals.
Onboarding & Account Management
- Lead onboarding for new customers and brand expansions.
- Coordinate item setup, incoming inventory, reporting, and training.
- Ensure smooth go-live execution and ongoing SLA compliance.
- Serve as the primary point of contact for assigned customer and brand portfolios.
Strategic Planning & Forecasting
- Plan seasonal volume increases, special projects, and peak periods.
- Monitor expiring inventory, sales trends, and compliance risks.
- Forecast demand and proactively mitigate operational or inventory constraints.
White-Glove Service & Special Projects
- Scope, price, and execute complex customer initiatives and custom programs.
- Create project timelines, statements of work (SOWs), and operational workflows.
- Coordinate execution across Operations, Inventory, Quality, IT, Packaging, and Logistics teams.
Operational & Inventory Coordination
- Manage inventory planning, cycle counts, adjustments, FEFO, and expiring product.
- Coordinate receiving activities, purchase orders (POs), ASNs, and inbound logistics.
- Resolve order issues, shipping exceptions, reships, and customer change requests.
- Monitor and support customer compliance requirements and service level agreements.
- Support quality reviews, recalls, and special handling requirements.
- Develop and distribute internal and external reporting for customers and operational teams.
Communication & Cross-Functional Collaboration
- Lead recurring customer meetings and internal planning sessions.
- Maintain thorough documentation and account coverage plans.
- Partner cross-functionally to resolve issues, improve processes, and enhance customer satisfaction.
Front Desk & Office Administration Support
- Support front desk reception and office operations for the Braintree, MA facility.
- Serve as the first point of contact for visitors, vendors, employees, and callers.
- Answer and manage incoming calls for the main business line, including:
- Resolving customer inquiries.
- Routing calls to appropriate departments.
- Taking and distributing messages.
- Providing order status updates and shipment tracking information.
- Managing incoming and outgoing mail, including:
- Reviewing and distributing mail.
- Coordinating check submissions to Vistar.
- Receiving and distributing packages.
- Order and maintain office supplies, water, and other workplace essentials.
- Process FedEx claims and related payment documentation.
- Assist with employee order inquiries and administrative support activities, as applicable.