National Account Customer Service Representative

Job Description: Green Rabbit (A part of Performance Food Group Vistar Segment) is an e-commerce distributor leading the industry in cold chain solutions shipped straight to your door! We are experiencing rapid growth and looking to add a Customer Success Representative to our team. This individual will serve as the leading point of contact for assigned accounts, ensuring high customer satisfaction, profitable account strategies, and desired growth.

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 Brands and internal teams, including Sales, Operations, Inventory, Quality, IT, Finance, and Logistics—to ensure seamless execution, SLA compliance, and profitable growth.

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.

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 primary point of contact for assigned 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 & Special Projects Scope, price, and execute complex brand initiatives and custom programs Create project timelines, SOWs, and operational workflows Coordinate execution across Operations, Inventory, Quality, IT, Packaging, and Logistics Operational & Inventory Coordination Manage inventory planning, cycle counts, adjustments, FEFO, and expiring product Coordinate receiving, POs, ASNs, and inbound logistics Resolve order issues, shipping exceptions, reships, and customer change requests Compliance, Reporting & Quality Monitor SLA, Amazon, and customer compliance Support quality reviews, recalls, and special handling requirements Create internal and external reporting for brands and operational teams Communication & Collaboration Lead recurring brand meetings and internal planning sessions Maintain clear documentation and account coverage Partner cross-functionally to resolve issues and drive continuous improvement