Customer Success Representative

Full Time

Start Date

Immediate

Expiry Date

18 Oct, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Relationship Management, Account Management, Order Processing, Professional Communication, Multitasking, Time Management, Problem Solving, Case Management, Proactive Outreach, Data Entry, Customer Retention, Cross‑selling, Up‑selling, Organization, Conflict Resolution, CRM Software

• Partner with POD team members to serve as a primary point of contact for assigned Key/National Accounts, delivering high‑touch, timely, accurate, and professional support via phone and CRM‑based email to ensure visibility and continuity
• Supporting Key/National Account growth and retention by assisting with inquiries including quotes, orders, order changes, product questions, cases, pricing, and general account needs
• Accurately enter and manage simple orders and simple order changes for Key/National and Core Accounts (e.g., PO number updates, ship date changes) within Orbus’ ERP, following established processes and timelines
• Develop proficiency in required business systems and tools, including ERP & CRM platforms, and Case Management systems, to support account activity and customer engagement effectively
• Initiate and resolve simple customer cases independently; escalate or transition more complex cases to Customer Support Associates to ensure timely resolution
• Proactively communicate with Key/National and Core Accounts regarding order status, updates, promotions, and relevant marketing or product messaging to strengthen relationships and increase engagement
• Collaborate closely with POD members and internal teams to resolve Key/National Account concerns efficiently and support seamless order fulfillment and account success
• Execute proactive outreach to defined Core Account segments to increase touchpoints, share valuable product, capability, and service‑level information, and encourage retention, repeat orders, and account growth
• Maintain accurate, organized customer and account records within CRM and internal systems to support data‑driven engagement and follow‑up
• Consistently deliver an exceptional customer experience by providing prompt, professional, courteous, and solutions‑oriented support aligned with our Customer Promise: “You’ll love doing business with us.”
• Support Customer Service by handling overflow tasks as needed, including order support, inbound calls, and customer care inquiries

• Organization & Multitasking
  * Possessing strong organizational skills, including effective management of company email communications that keep drafted orders, cases, returns, and escalations well‑organized for clear internal and external communication
• Completes all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on‑time manufacturing
• Effectively multitasks and prioritizes workload in a fast‑paced environment while maintaining accuracy and attention to detail

• Actively participates in all required training
• Takes ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed
• Applies new knowledge quickly to improve performance and customer experience

• Consistently delivers high‑quality work, maintaining a case error rate KPI of 0.25% or better
• Demonstrates accountability and attention to detail in all customer interactions and system entries
• Is proactive, and reinforces approved and trained‑upon go‑to‑market initiatives and messaging to support client education, leading to increased touch points, up‑sell, and cross‑sell…