Remote Customer Experience Specialist – Custom Label Solutions, Order Management & Account Support at brighthush

About brighthush

brighthush is a trailblazer in the premium label manufacturing arena, delivering high‑performance, custom‑printed solutions to some of the world’s most recognizable brands. Founded in 1996, we have grown into a North American powerhouse with a dedicated team of 1,000‑5,000 professionals. Our commitment to innovation, quality, and customer partnership has positioned us as the go‑to provider for brands that demand excellence in every label they display. Whether you’re a small startup or a global enterprise, brighthush’s expertise transforms ordinary packaging into powerful brand statements.

Why Join brighthush?

At brighthush, we believe that every team member is a catalyst for growth—both for the company and for their own career. Working remotely from anywhere in the United States, you’ll enjoy the flexibility of a home‑based role while being part of a collaborative, high‑energy culture that values innovation, accountability, and customer obsession. Our people thrive on continuous learning, cross‑functional collaboration, and the opportunity to make a tangible impact on brand success worldwide.

Role Overview

As a Remote Customer Experience Specialist, you will be the frontline ambassador for brighthush, guiding customers through the entire lifecycle of custom label selection, account setup, and order fulfillment. Your expertise will ensure that every interaction is seamless, accurate, and memorable—turning first‑time buyers into loyal partners. This role blends customer service, sales support, and operational coordination, requiring a blend of empathy, technical acumen, and a passion for problem‑solving.

Key Responsibilities

• Customer Engagement: Respond to inbound inquiries via phone, email, chat, and other digital channels. Initiate proactive outreach when appropriate to nurture relationships and gather feedback.
• Account Management: Create, update, and maintain customer accounts in our CRM system, ensuring data integrity and compliance with privacy standards.
• Order Lifecycle Support: Guide customers through the ordering process—from product selection and proofing to production and delivery—monitoring each step to guarantee on‑time, error‑free fulfillment.
• Issue Resolution: Actively listen to customer concerns, diagnose problems, and collaborate with cross‑functional teams (Production, Quality, Shipping) to expedite resolutions. Escalate complex issues to leadership when necessary.
• Product & Service Advocacy: Stay current on brighthush’s product portfolio and industry trends. Recommend complementary solutions that align with customer needs and business goals.
• Process Improvement: Identify bottlenecks or inefficiencies in the customer journey and propose actionable improvements to enhance service quality and operational speed.
• Team Collaboration: Participate in weekly team huddles, share best practices, and contribute to a culture of continuous improvement and high performance.
• Data Reporting: Generate and analyze customer service metrics (e.g., response time, resolution rate, satisfaction scores) to inform strategic decisions and track progress against KPIs.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Business, Marketing, or related field preferred.
• Minimum of 2 years of customer service experience in a B2B environment, ideally within manufacturing, printing, or supply‑chain sectors.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite; experience with Apple OSX tools is a plus.
• Strong verbal and written communication skills, with the ability to tailor messaging to diverse audiences.
• Demonstrated ability to multitask, prioritize, and manage time effectively in a fast‑paced, remote setting.
• Problem‑solving mindset with a track record of turning challenges into opportunities for customer delight.
• Customer‑centric attitude, with a genuine desire to build lasting relationships and drive satisfaction.
• Adaptability to evolving processes, technologies, and market demands.

Preferred Qualifications

• Experience in the custom label or packaging industry, with knowledge of printing technologies, materials, and compliance standards.
• Background in sales or account management, with a history of upselling or cross‑selling complementary products.
• Familiarity with order management systems and production workflows.
• Proficiency in data analysis tools (Excel, Power BI) to derive insights from customer metrics.
• Multilingual capabilities to serve a global customer base.

Core Competencies & Soft Skills

• Active Listening & Questioning: Capture nuanced customer needs and clarify expectations.
• Quality Focus: Deliver precise, error‑free information and maintain high service standards.
• Problem Solving: Analyze root causes and devise effective solutions quickly.
• Positive Attitude: Maintain enthusiasm and resilience, even under pressure.
• Attention to Detail: Ensure accuracy in account data, order specifications, and communication.
• People Orientation: Build rapport and trust with customers and teammates alike.
• Market & Product Knowledge: Stay informed about industry trends and brighthush’s evolving offerings.
• Conflict Resolution: Navigate disagreements constructively to achieve win‑win outcomes.
• Organizational Skills: Keep track of multiple tasks, deadlines, and stakeholder expectations.
• Adaptability: Thrive in a dynamic environment with shifting priorities.
• Work Under Pressure: Deliver consistent results during peak periods or high‑volume events.

Career Growth & Learning Opportunities

At brighthush, we invest in our people’s professional development. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your ramp‑up.
• Cross‑functional training sessions covering Production, Quality Assurance, and Sales to broaden your skill set.
• Annual learning budget for courses, certifications, or conferences relevant to your role.
• Clear career pathways to senior Customer Success Manager, Account Executive, or Operations Lead positions.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Even though you’ll be working remotely, you’ll experience:

• Weekly virtual team huddles and cross‑departmental town halls.
• Open‑door communication channels with leadership and peers.
• Recognition programs celebrating milestones, innovation, and customer success stories.
• Inclusive environment that values diverse perspectives and encourages creative problem‑solving.
• Flexible work hours to accommodate personal commitments while meeting customer needs.

Compensation & Benefits

Competitive Salary: $45,000 – $60,000 annually, commensurate with experience and performance. Bonus Potential: Quarterly performance bonuses tied to customer satisfaction and operational metrics. Health & Wellness: Comprehensive medical, dental, and vision plans starting the first month after hire. Telemedicine services available immediately. Insurance & Security: Life, short‑term and long‑term disability, critical illness, hospital indemnity, and accident insurance. Retirement Planning: 401(k) with automatic enrollment at 3% match after 90 days. Paid Time Off: 10 paid holidays, 2 weeks of accrued vacation, and flexible sick leave. Financial & Personal Support: Employee Assistance Program (EAP), flexible spending accounts for health and dependent care, voluntary life insurance, and more. Recognition & Advancement: Employee recognition programs, clear advancement pathways, and a culture that rewards initiative. Remote Work: Fully remote, home‑based arrangement with all necessary equipment and support from brighthush.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to be part of a company that shapes brand identities worldwide, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Click the link below to apply now and start your journey with brighthush.

Apply to this Remote Customer Experience Specialist Position at brighthush

Closing Statement

Join brighthush and become a pivotal part of a brand that empowers businesses to communicate their stories through premium labels. Your expertise will help customers navigate complex ordering processes, resolve challenges swiftly, and build lasting partnerships. Embrace the flexibility of remote work, the excitement of a dynamic industry, and the satisfaction of contributing to a company that values every interaction. Apply today and let’s create remarkable label experiences together.