Customer Success Representative

Key Responsibilities

• 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

Time Management & Availability

Learning & Engagement

Quality, Accuracy & Proactive Go-to-Market Reinforcement

Daily Responsibilities

• Customer Communication & CRM Engagement
• Quotes & Value Positioning
• Proactive Outreach & Go-to-Market Engagement
• Digital Enablement & Self-Service Guidance
• Orders & Execution Support

Education & Qualifications

• While we value formal education, we also recognize that the skills needed to succeed in Customer Success are often built through hands-on experience. Our Customer Success Representatives have a high school diploma or equivalent, and many candidates also bring additional education such as an associate’s or bachelor’s degree.
• A college degree is not required for this role, but is a plus.
• Ultimately, we are looking for someone who brings the right mix of communication skills, organization, problem-solving ability, and a customer-first mindset.
• As part of our hiring process, we ask all interested candidates to complete our Culture Index survey using the link below. There are no right or wrong answers. Your responses help us understand your natural work style, preferences, and strengths so we can create the best possible fit.
• Survey link: https://surveys.cultureindex.com/s/T3R6E8L27J/66696