Part‑Time Customer Experience & Order Management Specialist – Elevate Service Excellence at brighthush

About brighthush

brighthush is a global leader in pressure‑sensitive adhesive solutions, delivering cutting‑edge products to a diverse portfolio of industrial, specialty, and consumer markets. With a heritage that spans decades, brighthush has built a reputation for innovation, reliability, and customer‑centricity. Our product family includes specialty foil, film, duct tapes, and adhesives that power industries such as HVAC, construction, automotive, aerospace, medical, retail, and more. Operating from our headquarters in Franklin, KY, and additional facilities in Riverhead, NY, and Bristol, RI, we serve over 1,500 customers worldwide and manage more than 1,500 specialty SKUs across 500+ product families.

At brighthush, we believe that exceptional customer experience is the cornerstone of long‑term success. We empower our people to create value, solve problems, and build lasting relationships with our clients. If you thrive in a fast‑paced, collaborative environment and want to make a tangible impact on customer satisfaction, we invite you to join our team.

Position Summary

The Part‑Time Customer Experience & Order Management Specialist will serve as a vital bridge between our customers and internal teams. This role delivers flexible administrative support, proactive service coordination, and meticulous record‑keeping to ensure a seamless, high‑quality experience for every customer interaction. Working closely with the Customer Care team, you will manage inquiries, track orders, resolve issues, maintain documentation, and contribute to continuous improvement initiatives. Your attention to detail, responsiveness, and mastery of customer‑service best practices will help us exceed performance metrics and strengthen customer loyalty.

Key Responsibilities

• Customer Interaction & Support – Respond to inquiries received via email, inbound calls, e‑commerce portals, and customer‑facing systems. Gather accurate details, research solutions, provide clear information, and route requests to the appropriate department.
• Order Management & Tracking – Coordinate order entry, update open‑order status, monitor shipment tracking, verify delivery status, and maintain related documentation to ensure timely and accurate order fulfillment.
• Issue Resolution & Escalation – Document customer concerns, track open items, and proactively raise complex or urgent matters to the relevant stakeholders. Follow up until resolution and communicate outcomes to the customer.
• Administrative Excellence – Maintain customer files, templates, workflows, and process documentation. Ensure data integrity, consistency, and accessibility across all platforms.
• Performance Reporting – Generate and maintain reports on email queue volume, action items, and service metrics. Provide insights that improve visibility into open requests and drive timely resolution.
• Cross‑Functional Collaboration – Partner with Sales, Operations, Supply Chain, Quality, Finance, and other internal teams to address customer requests, resolve issues, and align with business priorities.
• Continuous Improvement & Projects – Participate in special projects, audits, process improvements, and Microsoft Dynamics 365 transition activities. Contribute ideas that enhance service quality and operational efficiency.
• Customer Experience Enhancement – Identify recurring issues, communication gaps, and service trends. Recommend improvements to elevate the overall customer experience.

Performance Indicators

• Responsiveness to inquiries across all channels (email, e‑commerce, digital, inbound calls).
• Accuracy and timeliness of customer concern tracking and case management.
• Adherence to service measures such as Service Perception Time (SPT), Service Turn‑around Rate (STR), and order accuracy.
• Quality of documentation, communication strategies, and interface accuracy.
• Collaboration effectiveness with Customer Care, leadership, and cross‑functional teams.
• Active involvement in continuous improvement projects and alignment with team objectives.

Essential Qualifications

• High school diploma or equivalent required; associate degree preferred; bachelor’s degree a plus.
• Prior experience in customer service, administrative coordination, order management, or a Customer Care role.
• Familiarity with ERP, CRM, customer‑facing platforms, e‑commerce, EDI, or order processing interfaces. Experience with Microsoft Dynamics 365 and JD Edwards is a strong advantage.
• Excellent verbal and written communication skills, with a customer‑focused tone.
• Proficiency in Microsoft 365 (Teams, Excel, Word, PowerPoint). Power BI experience is a plus.
• Strong attention to detail, organizational skills, and commitment to data integrity.
• Ability to manage tasks independently while contributing to team success in a fast‑paced environment.
• Minimal travel required.

Preferred Qualifications & Competencies

• Experience in a manufacturing or industrial supply environment.
• Knowledge of quality management systems and compliance standards.
• Proven ability to analyze data, identify trends, and recommend actionable improvements.
• Adaptability to changing priorities and a willingness to take on new challenges.
• Strong problem‑solving skills and a proactive mindset.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Experience & Order Management Specialist, you will:

• Gain exposure to end‑to‑end order fulfillment, from sales to delivery.
• Develop expertise in ERP and CRM systems, including Microsoft Dynamics 365.
• Participate in cross‑functional projects that shape the future of our customer‑service operations.
• Access internal training programs, certifications, and mentorship to accelerate your career.
• Position yourself for advancement into roles such as Customer Success Manager, Operations Analyst, or Supply Chain Coordinator.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative culture. Our values—Integrity, Excellence, Collaboration, and Customer‑First—guide every decision. We celebrate diversity, encourage open communication, and reward creativity. Whether you work remotely from Franklin, Riverhead, Bristol, or any other location, you’ll experience:

• Flexible work arrangements that support work‑life balance.
• A supportive team that values your contributions.
• Regular feedback and recognition for high performance.
• Opportunities to influence process improvements and shape the customer experience.

Compensation & Benefits

While specific salary details are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Competitive hourly rate for part‑time work.
• Health, dental, and vision benefits for eligible employees.
• Paid time off and holiday schedule.
• Employee discount program on brighthush products.
• Professional development stipend and training resources.
• Employee wellness initiatives and flexible scheduling.

How to Apply

If you are passionate about delivering outstanding customer service, thrive in a dynamic environment, and want to grow your career with a global leader, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role at brighthush.

Join us and help shape the future of adhesive solutions while building a rewarding career that values your expertise and dedication.