Senior Customer Experience & Account Management Specialist – Remote, Providence, Rhode Island – Driving Retail Partner Success at brighthush

About brighthush

brighthush is redefining the food distribution landscape by forging powerful connections between premium producers and retailers across the United States. With a heritage rooted in reliability, innovation, and a relentless customer‑centric philosophy, we empower our partners to thrive in a fast‑moving marketplace. Our remote‑first culture blends the flexibility of distributed teams with the camaraderie of a close‑knit community, ensuring every voice is heard and every contribution matters. As a leader in the industry, brighthush is committed to delivering not just products, but transformative experiences that elevate the entire supply chain.

Why This Role Matters

At brighthush, the Customer Experience & Account Management Specialist is the linchpin that keeps our supply chain humming. You will be the trusted advisor for our retail partners, turning challenges into opportunities and ensuring that every interaction reflects our commitment to excellence. If you thrive on problem‑solving, enjoy collaborating across departments, and are passionate about delivering world‑class service, this is the role for you.

Key Responsibilities

• Resolve Customer Issues: Serve as the first line of defense for customer inquiries, troubleshooting problems with orders, deliveries, and account discrepancies. Leverage data‑driven insights to provide timely, accurate solutions that exceed partner expectations.
• Maintain Data Accuracy: Keep the customer database pristine by updating contact information, order histories, and service requests. Use SharePoint and other tools to ensure data integrity across the organization.
• Coordinate with Cross‑Functional Teams: Partner with Sales, Logistics, Finance, and IT to align on customer needs, resolve escalations, and implement process improvements that drive efficiency.
• Drive Continuous Improvement: Identify recurring pain points, propose actionable solutions, and champion initiatives that enhance the overall customer journey. Own the feedback loop from partner to product and service teams.
• Account Management: Build and nurture long‑term relationships with key accounts, understanding their business goals and aligning brighthush solutions to support growth. Act as a strategic consultant, offering insights that help partners optimize their operations.
• Reporting & Analytics: Generate regular reports on customer satisfaction metrics, issue resolution times, and account health. Present findings to leadership to inform strategic decisions and prioritize resource allocation.
• Mentor New Team Members: Share best practices, train newcomers on systems and processes, and foster a culture of continuous learning. Lead by example and champion a collaborative, high‑performance mindset.

Essential Qualifications

• Education: Associate’s degree in Business Management, Marketing, or a related field, or equivalent professional experience.
• Experience: 3–5 years in customer experience, account management, or a similar role within a fast‑paced, B2B environment.
• Technical Proficiency: Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint) and SharePoint. Familiarity with ASAP or comparable workflow tools is a plus.
• Communication: Exceptional written and verbal communication skills in English. Ability to translate complex information into clear, actionable guidance.
• Organizational Skills: Proven ability to manage multiple priorities, maintain meticulous records, and meet tight deadlines.
• Problem‑Solving: Strong analytical mindset with a track record of turning data into insights and solutions.

Preferred Qualifications

• Experience in the food distribution or retail wholesale industry.
• Knowledge of supply‑chain logistics and order‑to‑cash processes.
• Experience with CRM platforms such as Salesforce or Microsoft Dynamics.
• Project management certification (PMP, CAPM) or equivalent.
• Multilingual capabilities beyond English.

Skills & Competencies

• Customer‑Obsessed Mindset: Always putting the partner’s needs first.
• Strategic Thinking: Aligning day‑to‑day tasks with long‑term business goals.
• Collaboration: Thriving in cross‑functional teams and building consensus.
• Adaptability: Navigating change in a dynamic, remote environment.
• Tech Savvy: Leveraging technology to streamline processes and enhance service.
• Leadership: Mentoring peers and influencing stakeholders at all levels.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience & Account Management Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering industry trends, product knowledge, and advanced customer service techniques.
• Mentorship from senior leaders who are passionate about talent development.
• Clear career pathways into Account Management Leadership, Operations, or Customer Success Management.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual performance reviews that align your growth goals with the company’s strategic objectives.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and inclusion. Our remote‑first model means you’ll work from the comfort of your own space while staying connected through collaborative tools, weekly virtual huddles, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re troubleshooting a complex issue or brainstorming a new customer engagement strategy, you’ll find a supportive community that values your contributions.

Compensation & Benefits

We offer a competitive salary range of USD 47,299 – 85,800 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) and flexible holiday scheduling.
• 401(k) retirement plan with company match.
• Comprehensive health, dental, and vision insurance.
• Parental leave policy that supports new parents.
• Wellness stipend and mental health resources.
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonuses and recognition programs.

How to Apply

If you’re ready to elevate your career, make a tangible impact on our partners, and grow within a forward‑thinking organization, we encourage you to apply today. Submit your resume and a cover letter outlining why you’re the ideal fit for the Customer Experience & Account Management Specialist role at brighthush.

Join brighthush – Where Customer Success Meets Innovation

At brighthush, we don’t just support customers; we partner with them to unlock new possibilities. Your expertise will help shape the future of food distribution, ensuring that every retailer receives the service, insight, and support they deserve. If you’re driven by curiosity, committed to excellence, and eager to thrive in a collaborative, remote environment, we can’t wait to meet you.

Apply now and become a pivotal part of brighthush’s journey to redefine customer experience in the food distribution industry.