Customer Resolution Specialist I – Remote Order Management & Client Advocacy Role at brighthush

About brighthush

At brighthush, we believe that exceptional service begins with people who care deeply about every customer interaction. As a leading provider of integrated solutions across multiple industries, brighthush partners with a diverse portfolio of clients to deliver seamless order fulfillment, proactive support, and innovative problem‑solving. Our mission is to empower veterans, transitioning service members, military spouses, wounded warriors, and their caregivers with rewarding career paths that honor their dedication and skill sets. Whether you’re working from a home office in the continental United States or from a sunny Hawaiian locale, you’ll be part of a purpose‑driven team that values integrity, collaboration, and continuous improvement.

Why This Role Matters

The Customer Resolution Specialist I is the frontline champion for brighthush’s customers. In this role you will own the entire lifecycle of order entry, order management, and issue resolution across all communication channels. By acting as a trusted advisor and liaison, you will ensure that every purchase order is processed accurately, every question is answered promptly, and every customer feels heard and valued. Your work directly influences brighthush’s reputation for reliability and helps drive the company’s growth in a highly competitive market.

Key Responsibilities

Order Entry & Management

• Receive customer purchase orders (POs) and collaborate with the internal quoting team to verify material specifications, pricing, and any special instructions before entry.
• Accurately input POs into the Acuity order management system, ensuring all required fields are completed and data integrity is maintained.
• Monitor orders post‑entry through activation, production, and shipment, flagging any exceptions, holds, or delays for immediate action.
• Proactively communicate order status updates to customers, providing clear timelines and next‑step guidance.
• Serve as the primary point of contact for order‑related inquiries, translating technical language into customer‑friendly explanations.

Customer Intake & Navigation

• Act as the central navigator for the entire Customer Experience (CX) organization, ensuring seamless hand‑offs between departments.
• Collect, document, and organize detailed customer information to prevent repetitive data entry and to streamline internal processes.
• Submit required forms such as RFA, Claim, CFA, or other documentation on behalf of the customer in accordance with brighthush policy.
• Maintain a comprehensive knowledge base of brighthush’s product catalog, pricing structures, and service level agreements.

Internal Collaboration & Support

• Provide standard target pricing when requested by internal stakeholders or external partners.
• Offer crossover support to other teams during peak periods, ensuring business continuity and high service levels.
• Consult with appropriate stakeholders before making critical decisions, escalating when necessary to preserve customer satisfaction.

Strategic Initiatives & Continuous Improvement

• Participate actively in annual initiatives aimed at elevating industry service standards.
• Contribute ideas and process enhancements that improve team productivity, reduce order cycle time, and increase overall customer delight.
• Track key performance indicators (KPIs) related to order accuracy, response time, and resolution rates, reporting findings to leadership.

Essential Qualifications

• Education: Associate’s degree, technical degree, or equivalent work experience.
• Experience: Minimum of 1 + year in customer service, order management, or a related field.
• Communication: Excellent written and verbal communication skills, with the ability to convey complex information clearly.
• Technical Proficiency: Strong command of Microsoft Office suite; demonstrated aptitude for learning new software tools quickly.
• Analytical Ability: Proven problem‑solving skills, capable of identifying critical situations and applying sound judgment.
• Team Orientation: Ability to work independently while also contributing positively to an inclusive, collaborative environment.
• Customer‑Centric Mindset: Assertive yet empathetic approach to driving actions that create superior service experiences.

Preferred Qualifications & Additional Skills

• Experience with Acuity or similar order management platforms.
• Familiarity with military terminology and the unique needs of veteran and military‑spouse communities.
• Certification in Lean Six Sigma, ITIL, or other process‑improvement methodologies.
• Demonstrated ability to manage a modest travel load (1‑20 % of time) for occasional on‑site customer visits or internal training sessions.

Core Competencies for Success

• Attention to Detail: Meticulous data entry and documentation to prevent errors that could impact order fulfillment.
• Time Management: Ability to juggle multiple orders and inquiries while meeting tight deadlines.
• Adaptability: Comfortable navigating a fast‑changing environment and shifting priorities.
• Empathy: Understanding the unique challenges faced by military‑affiliated customers and responding with genuine care.
• Collaboration: Building strong relationships with internal partners such as quoting, logistics, and finance teams.

Compensation, Benefits & Perks

brighthush offers a competitive salary range of $37,100 – $57,200 USD, calibrated based on experience, geographic location, and demonstrated expertise. In addition to base pay, you will be eligible for:

• Performance‑based bonuses tied to order accuracy and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans with employer contributions.
• Retirement savings options, including a 401(k) match.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for certifications, courses, or conferences.
• Employee assistance programs (EAP) that support mental health, financial counseling, and family services.
• Technology allowance for home‑office setup, ensuring you have a productive remote workspace.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the support you receive. As a Customer Resolution Specialist I, you will have clear pathways to advance into senior specialist, team lead, or operations manager roles. We provide:

• Mentorship programs pairing you with seasoned professionals across the organization.
• Access to a robust learning portal featuring courses on advanced order management, data analytics, and customer experience design.
• Cross‑functional project assignments that broaden your skill set and expose you to strategic initiatives.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture at brighthush

brighthush champions a flexible, inclusive, and mission‑driven culture. Our remote‑first policy means you can work from anywhere in the continental United States (excluding Alaska, Kentucky, Maine, Maryland, Missouri, Nebraska, and Oregon) while staying connected through virtual collaboration tools, regular team huddles, and quarterly virtual town halls. We celebrate the diverse backgrounds of our workforce, especially the unique perspectives brought by veterans and military families, fostering a community where every voice is heard and respected.

How to Apply

If you are ready to leverage your customer service expertise, analytical mindset, and passion for serving those who have served our nation, we invite you to join brighthush. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting how your experience aligns with the responsibilities outlined above.

Apply To This Job

Closing Statement

brighthush is more than a workplace—it’s a community committed to excellence, growth, and service. By becoming a Customer Resolution Specialist I, you will play a pivotal role in delivering the high‑quality experiences our customers expect while advancing your own professional journey. Take the next step toward a fulfilling career that honors your background and fuels your future. We look forward to welcoming you to the brighthush family!