Orbus Customer Success Representative

General Summary

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.

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

Time Management & Availability

• 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

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.

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