Downeast Cider - Customer Success Specialist
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Job Description
Own the customer experience at Downeast Cider. Help wholesale customers get the right products at the right time. Remote, flexible hours. $2,250-$2,500/month | Full-time | US Eastern Watch the video from Brian, Director of Supply Chain at Downeast Cider.
We're Downeast Cider, a ~100-person cider manufacturer based in Boston. We make great cider. We've got production, packaging, supply chain, sales, marketing, and finance teams. Here's what's interesting: we have no in-house software engineering or IT function. Zero. And until recently, that was fine.
Then we started experimenting with AI. Claude Code. ChatGPT. Internal workflow tools. One of our team members vibe-coded an order portal replacement that saved us $15k a year in software subscriptions. Another prototyped a sales tool. Suddenly, we realised we could build things we never thought possible.
We have more than enough ideas to get started. What we need now is someone who can take our rough drafts, productionise them, and help us build a genuinely smarter business. It's not about saving money on software. That's probably the least interesting part.
It's about unlocking new capabilities, removing manual work, and giving our managers leverage they don't have today. We're looking for a Customer Success Specialist.
You'll be the primary point of contact for our wholesale customers, ensuring every order is processed accurately and every customer receives a seamless experience from order placement through delivery.
This role has evolved from a more analytical position into something more customer-facing, where relationship management, communication, and problem-solving are the biggest priorities.
π Act as the primary point of contact for customers, handling enquiries, requests and order changes βοΈ Review and process daily customer orders across multiple channels (phone, email, fax, EDI and order portal) π» Manage and maintain the Downeast Order Portal π¦ Release orders in the ERP system and adjust orders during pro
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