Customer Success Representative

Y-Axis; Woodridge (IL); Remote; USD 42,000 - 54,000; Full time

Job summary

Orbus Inc is seeking a Customer Success Representative to support Key/National Accounts. You will manage orders, respond to inquiries, and maintain CRM records to ensure accurate account data and timely engagement.

This role emphasizes proactive outreach, cross‑selling, and strong customer relationships. You will collaborate with POD members and internal teams to resolve issues, support order fulfillment, and deliver exceptional customer service aligned with our promise: You’ll love doing

Qualifications

• High school diploma or equivalent; college degree is a plus.
• Experience in customer success, account support, or similar roles preferred.
• Strong written and verbal communication skills.

Responsibilities

• Serve as primary contact for assigned Key/National Accounts via phone and CRM-based email.
• Assist with quotes, orders, and product questions to support growth and retention.
• Enter and manage orders in ERP and update cases and records in CRM.
• Develop proficiency in ERP, CRM, and Case Management tools.
• Handle simple customer cases and escalate complex ones as needed.
• Proactively communicate order status and product messaging to customers.
• Collaborate with internal teams to resolve account issues and fulfill orders.
• Conduct proactive outreach to Core Account segments to drive retention and growth.

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

Education

High School Diploma or equivalent

Associate’s degree

Bachelor’s degree

Tools

ERP software

CRM platforms

Case Management systems

Job description

Customer Success Representative at Orbus Inc

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

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

Traits & Role Requirements

• 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

Learning & Engagement

• 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

Quality, Accuracy & Proactive Go‑to‑Market Reinforcement

• 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

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.

Responsibilities

Responsibilities The role focuses on supporting and growing strategic customer relationships through high‑touch service and proactive outreach. Key duties include managing orders, resolving customer cases, and collaborating with POD teams to ensure seamless account success.