Customer Success Specialist II - Phoenix Office

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism and treat our employees like the valuable assets they are. Founded in 1954, R.S. Hughes Co., Inc. is a dynamic North American distributor of industrial supplies with over 40 warehouse sites in the United States and Mexico, maintaining an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense and consistently reward those that exemplify these traits. If you're looking for a great team to grow with and are willing to embrace the challenges of being expected to be the best, we welcome you to join the R.S. Hughes Company, Inc.

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The Customer Success Specialist II (CSS) is responsible for dedicated customer care for a set of assigned accounts primarily classified as Maintain & Invest. The CSS is the single point of contact for the entirety of the account which may require working across many warehouses and regions. This key role works together with other internal departments regarding product pricing, credit, complaints, product availability, order status, returns, and delivery logistics.

The CSS is responsible for all touch points for assigned accounts and backup accounts related to order management, customer specific requirements management, customer queries, customer satisfaction, and on‑time ship management. The CSS leverages all available resources to meet customer expectations while creating a positive customer experience through personalized, strong support and is expected to adhere to all company policies and safety protocols.

• Timely management of customer orders and inquiries in a fast‑paced environment using ERP and other internal systems.
• Track orders/trace deliveries to ensure customers receive on‑time shipment.
• Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.
• Promptly respond to customer queries within the agreed SLA.
• Ensure customer master data and customer specific requirements are accurate for assigned accounts.
• Train backup support on account base.

• Open new customer accounts, ensure data set up is accurate, and welcome customers.

• Provide internal support to junior Client Experience team members regarding any minor customer problems, complaints, or requests.
• Resolve customer problems and find best possible solutions.
• Help customers navigate RS Hughes' website and place orders online.
• Handle complaints within established guidelines and initiate appropriate follow‑up and response.
• Proactively escalate unresolved customer issues to the correct internal resource/team for resolution.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Meet customer satisfaction metrics and expectations.

• Maintain adequate knowledge and understanding to meet customer's needs and provide real, effective solutions and deliver exceptional customer service.

• Assist customers with returned goods; write up returned goods authorizations for returning merchandise.
• Respond to shipping inquiries and answer returns status questions.

• Coordinate in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.

• Enter all customer orders in a timely, efficient manner.
• Regularly access real‑time information to view product inventory levels, shipments, pricing, order activity, etc.
• Search customer orders to research status and provide accurate responses to ensure no lapses in communication.
• Remain knowledgeable of ERP system and maximize functionality to best serve our customers.
• Keep records of customer…