Customer Success & Account Growth Specialist

Top Echelon Software, LLC; Gardner (MA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Top Echelon Software, LLC seeks a Customer Service Representative in Gardner, MA to manage customer relationships from inquiry through order fulfillment and to act as a liaison with the sales team to grow accounts.

You will handle orders, respond to quotes, and help identify opportunities to upsell while maintaining accurate records. This role blends customer service with account management and business development in a manufacturing environment.

Qualifications

• 3+ years of customer service, inside sales, account management, or related experience.
• Associate degree or an equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Strong attention to detail and order accuracy.
• Ability to manage multiple customers, orders, and follow-ups without losing track of the details.
• Confidence communicating with both customers and internal sales team members.
• Strong Microsoft Office skills and experience working with an ERP or order-management system; IQMS experience is a plus.
• A proactive, dependable approach—you follow through and don't wait for everything to come to you.

Responsibilities

• Process customer orders accurately and help ensure on-time delivery.
• Serve as a primary point of contact for existing customer accounts.
• Build strong customer relationships through proactive communication and follow-up.
• Respond to requests for quotes and ensure order and shipping information is accurate.
• Follow up on leads and inquiries to help establish new customer accounts.
• Identify opportunities to up-sell or cross-sell products based on customer needs.
• Reconnect with inactive customers and follow up on previous or lost business opportunities.
• Partner closely with the sales team to address customer needs, opportunities, and issues.
• Support business development efforts including product samples and direct-mail campaigns.
• Maintain accurate customer records, contacts, and account information within company systems.

Skills

Customer service

Sales mindset

Account management

Order management

Microsoft Office

ERP IQMS

Education

Associate degree or equivalent

Tools

IQMS ERP

Job description

Top Echelon Software, LLC seeks a Customer Service Representative in Gardner, MA to manage customer relationships from inquiry through order fulfillment and to act as a liaison with the sales team to grow accounts.

You will handle orders, respond to quotes, and help identify opportunities to upsell while maintaining accurate records. This role blends customer service with account management and business development in a manufacturing environment.