Customer Success Representative

Department Customer Service & Success

Location 899 Montreal Circle, St. Paul, MN, 55102 [hybrid]

Reports to Sr. Manager, Customer Service & Success

Schedule 40 hours per week, Mon-Fri, (3 days in office - 2 days remote)

Salary $50,000 - $56,000 per year [depending on experience]

Specific compensation is determined based on experience, qualifications, location, and internal equity considerations.

Annual Incentive Pay 5% target of earned base salary

Benefits Offered Health Insurance (medical, dental, vision), Life Insurance, Disability Insurance, 401(k) with employer match, Paid Time Off

The Customer Success Representative (CSR) provides a high-quality customer experience by accurately processing orders and supporting customer inquiries. This role focuses on learning NCCO systems, processes, and product offerings while executing core tasks with guidance to ensure timely and accurate order fulfillment.

Executes with accuracy

Task-based with guidance

Supports team efficiency and foundational customer experience

• Receive, validate, and process customer orders accurately
• Ensure compliance with pricing, terms, and required documentation
• Provide order updates, tracking, and proactive communication to customers
• Monitor open orders and identify potential risks or delays
• Collaborate cross-functionally with Sales, Operations, Shipping, and Accounting
• Resolve customer inquiries and support issue resolution
• Maintain accurate records and documentation
• Support onboarding and account setup activities
• Contribute to a positive customer experience and team environment

Scope & Ownership:

• Executes assigned tasks with guidance
• Supports team workflows rather than owning them

Decision Making:

• Follows established processes and SOPs
• Escalates issues appropriately

Customer Interaction:

• Provides timely and accurate responses
• Builds foundational communication skills

Problem Solving:

• Identifies issues and escalates for support
• Learns systems, processes, and product knowledge

• High school diploma or equivalent required
• Associate or bachelor’s degree preferred
• Course of study in Accounting, Supply Chain, or Business Management strongly preferred

• Passion for delivering high-quality service and exceeding expectations
• Positive, dependable, and self-motivated
• Adaptable and able to manage changing priorities
• Strong attention to detail with consistent follow-through
• Effective verbal and written communication skills
• Exercises sound judgment and decision-making
• Responsive and collaborative with internal partners and customers
• Demonstrates integrity and accountability
• Eager to learn and adopt new tools and technologies
• Proficient in Microsoft Word and Excel
• Learns systems, processes, and product knowledge quickly
• Follows established processes with consistency
• Seeks guidance when needed and applies feedback effectively
• Maintains focus on accuracy and task completion
• Builds confidence in communication and customer interaction