Job purpose
The Customer Success Representative is responsible for delivering high-quality customer experience by serving as a primary point of contact for customer inquiries, orders, and support needs. This role ensures timely, accurate, and solution-oriented communication while proactively identifying opportunities to improve customer satisfaction and operational efficiency. The position exists to strengthen customer relationships, support the sales process, and drive long-term customer value through responsiveness, collaboration, and continuous improvement.
Essential Duties and Responsibilities
Customer Support & Communication
- Serve as the primary point of contact for customer inquiries (phone, email, in-person)
- Respond promptly and professionally to questions related to quotes, orders, shipping, and product details
- Monitor shared inboxes and ensure all customer communication is handled professionally and with urgency
- Process RFQs (requests for quotes), create project folders, and enter opportunities into CRM system
Issue Resolution & Problem Solving
- Communicate customer concerns quickly and effectively to appropriate internal team members
- Escalate complex technical or project-related issues when needed
- Coordinate with engineering, sales, and operations to ensure timely resolution
Order & Account Management
- Support order processing, updates, and account maintenance
- Ensure accuracy of customer data, pricing, and order status communication
Cross-Functional Collaboration
- Partner with sales, engineering, and production teams to deliver seamless customer experiences
- Route inquiries to appropriate team members when needed
Proactive Customer Success
- Identify customer needs, anticipate issues, and communicate solutions
- Perform follow-ups and quality checks to ensure satisfaction
- Support sales efforts by strengthening relationships and identifying growth opportunities for the account management team.
Systems & Process Execution
- Utilize CRM, ERP, and internal systems to track interactions and manage work
- Maintain documentation of customer interactions and project updates.
- Support continuous improvement initiatives and follow company policies and procedures
- Exemplify the Company Values of: Respect, Ownership, Innovation, and Contribution
- Be willing to evolve and grow professionally and personally
- Accept additional assigned responsibilities as assigned or when required by customer needs
Qualifications
Experience & Technical Skills
- 2+ years in a professional customer service, sales support, or office role
- Experience with CRM/ERP systems and strong Microsoft Office proficiency
Core Competencies
- Customer-focused mindset with a strong sense of ownership
- Communication skills (clear, professional, and responsive)
- Problem-solving ability with attention to detail
- Organization & multitasking in a fast-paced environment
Behavioral Traits
- Positive, empathetic, and professional demeanor
- Self-starter who proactively seeks solutions and improvements
- Strong collaborator who works effectively across teams
- Adaptable and open to learning in a dynamic manufacturing/sales environment
- Ability to build strong customer relationships and trust
- Comfort supporting technical or engineered products
- Alignment with values like ownership, responsiveness, and continuous improvement
Working conditions and Physical Requirements
This job requires someone to mostly sit at a desk.
