Customer Success Representative

Orbus Inc•Woodridge, IL

10h

About The Position

The Customer Success Representative at Orbus supports and grows some of our largest and most strategic customer relationships. This role delivers a high-touch, solutions-oriented experience to Key Accounts while driving increased engagement, awareness, and order volume within Key/National and Core Accounts through proactive outreach and targeted marketing messaging. This individual demonstrates professionalism, versatility, dependability, consistently helping customers recognize value and grow their business with Orbus. By providing clear, knowledgeable support across orders, quotes, and account-related inquiries, the Customer Success Representative fulfills our Customer Promise: “You’ll love doing business with us.” In addition to directly supporting Key/National Accounts, this role partners closely with POD team members supporting those accounts to ensure alignment and seamless customer experience, while proactively increasing touchpoints and order volume across Core Accounts.

Requirements

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
Maintains availability in Ring Central for direct calls and transfers, including:
Achieving a call answer rate KPI of 80% or higher
Accepting calls from the queue as required
Clocks in on time via ADP desktop and is fully prepared to begin work at the scheduled start time; Accurately clocks in and out to ensure shifts are documented and compensated correctly
Works overtime only when approved in advance; additional overtime may be required during peak seasons as communicated by a manager or supervisor
Manages unplanned PTO to no more than six occurrences within a rolling 12-month period
PTO requests submitted at least 48 business hours in advance are considered planned; two weeks’ notice is strongly encouraged
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 opportunities
Customer Communication & CRM Engagement
Quotes & Value Positioning
Proactive Outreach & Go-to-Market Engagement
Digital Enablement & Self-Service Guidance
Orders & Execution Support
Our Customer Success Representatives have a high school diploma or equivalent

Nice To Haves

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.

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.