Customer Success Specialist - Chicago, Carol Stream Market

Customer Success Specialist I - Chicago, Carol Stream Market

Location:

Carol Stream, IL 60188, USA

The Customer Success Specialist I (CCS1) serves as a steward of long‑term customer relationships. While order processing and system work are important, the primary purpose of this role is to help customers succeed by understanding their business, anticipating needs, introducing new products and solutions, and serving as a trusted partner who drives customer growth and retention. CCS1 is expected to present a professional image of the company and provide comprehensive service in a high‑performance, customer‑focused environment, directly contributing to customer satisfaction, revenue growth, and the achievement of the company’s annual operating plan.

• Maintain professional, timely and effective communication with customers and team members.
• Serve as the primary point of contact and relationship steward for assigned customer accounts.
• Process requests through to completion:
  Order Entry, Order Status updates, quotes, and customer inquiries.
• Own the entire order lifecycle and customer experience through to resolution.
• Demonstrate ability in using modern technology (including AI, automation, and digital tools) to improve customer experience, speed, and accuracy.
• Actively identify opportunities to upsell and cross‑sell core R.S. Hughes product categories and solutions.
• Partner closely with Field Sales, National Accounts, Operations, and Supply Chain teams.
• Build deep, durable customer relationships through proactive communication, knowledge of customer applications, purchasing behaviors and growth opportunities.
• Build knowledge toward becoming a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service.
• Exhibit problem‑solving and independent decision‑making abilities.
• Use data, order history, and customer insights to make informed recommendations.
• Demonstrate ability and willingness to take on additional responsibilities.
• Communicate with management team on a regular basis to ensure all Key Performance Indicators (KPI) are being met.
• Other job duties as assigned.

• High School Diploma or GED equivalent required;
  Bachelor’s degree in business or related field preferred.
• 0‑2 years of experience in B2B customer service or phone‑based support, or in Customer Service Field, Call Center.
• 0‑2 years of experience in data entry.
• Experience with an ERP system, order management software, or similar tools is desirable.

• Previous experience in a customer‑focused environment.
• Proficient in Microsoft applications, including Excel.
• Ability to navigate multiple systems simultaneously.
• Order to invoice experience in B2B environment.
• Proficient communication (written and verbal) and interpersonal skills.
• Strong organizational, analytical, problem‑solving, and decision‑making abilities.
• Support an inclusive and positive culture.
• Ability to work independently and with others in a changing environment.
• Effective team player with drive.
• Desire for continuous learning and professional growth.
• Ability to work in a high‑volume, fast‑paced, deadline‑driven environment with strong attention to detail.

Target Base Compensation range for this exempt role is $24‑$26 per hour, DOE. This is a full‑time position eligible to participate in the company’s benefit plans, including paid time off; major medical, dental, vision; company‑paid short‑term and long‑term disability; paid parental leave; supplemental benefit plans; and Employee Stock Ownership Program (ESOP).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.