Customer Success Specialist

Job Description

Job Description

Force Factor is on a mission to disrupt the global health and wellness industry by creating innovative health products that help consumers Unleash their Potential. Our vitamins, supplements, and better-for-you foods are scientifically formulated to help create healthier and happier lives for people of all kinds.

Our award-winning products are sold in thousands of retail and eCommerce stores nationwide, including Walmart, Amazon, Walgreens, Target, CVS, The Vitamin Shoppe, Sam's Club and iHerb. Currently, more than 35,000 people buy our products daily, and that number is growing every month. You have the potential to make a real impact on people's lives by working at Force Factor to create products that Unleash Potential!

Culturally, think of us as an intense, meritocratic, and exciting high-growth startup that has survived and thrived through its first decade of rapid evolution and is now thinking about how to scale up and conquer the next decade's challenges and opportunities. We've accomplished a lot in our first 16+ years, but fundamentally know that we're just at the beginning of our journey, and that's where you come in! We need the smartest, highest energy people with real integrity who are looking to join an ambitious, hard-working team.

Force Factor is based in Boston's innovative Seaport District. Our team is filled with passionate, dedicated, and inspiring people operating with an ownership mindset (which is easy because we are entirely privately held and plan to stay that way). If you love a challenge, enjoy acting with urgency, and prefer to opt into a high-performance culture, when you join us, you'll feel like you've finally come home. Our private ownership structure is designed for the long term to enable huge opportunities for key team members to learn a ton, work with other A players and generate significant wealth, and we hope you'll choose to help us build an enduring and successful business for decades to come. There are two reasons we're included on Bain's Insurgent Brands list of high-achieving CPG brands outperforming market growth : our people and our culture.

The Role :

Force Factor is seeking a Customer Success Specialist to join our team in our Boston Office. This is an excellent opportunity for an early-career professional looking to launch a career in the consumer packaged goods industry.

In this role, you will report directly to the Senior Vice President of Sales and serve as a key point of contact between Force Factor and our retail partners. You'll coordinate across our logistics and supply chain teams to ensure our customers are fully supported from item setup to on-time delivery.

This role is ideal for someone who is organized, detail-oriented, and thrives in a fast-paced, customer-focused environment. It's a great opportunity to learn the business from the ground up, make an immediate impact, and grow within the Sales, Supply Chain, or related teams.

Key Responsibilities

• Act as the primary contact for retail partners on operational account matters, including :
• Shipment tracking and delivery updates
• Proof of delivery (POD) requests
• New item form submissions and item setup
• New account form processing and onboarding
• Vendor maintenance updates and documentation
• Collaborate with supply chain and operations teams to ensure timely and accurate fulfillment of customer needs.
• Partner with retail account managers to support customer relationships and ensure account requirements are met.
• Maintain accurate records and documentation for all account activities and forms.
• Proactively identify opportunities to improve processes and enhance customer satisfaction.
• Support ad-hoc requests from retail partners and internal teams as needed.

Required Qualifications