Senior B2B Customer Service Lead – Order Validation, Client Relations, and Cross‑Functional Collaboration Expert (Remote, 8 am – 5 pm)

About brighthush

brighthush stands at the forefront of the home, security, and digital solutions arena, redefining how businesses and consumers experience safety, sustainability, and everyday convenience. With a portfolio that spans cutting‑edge smart home devices, advanced security systems, and integrated digital platforms, we empower our partners to deliver exceptional value while staying ahead of market trends. Our culture is built on three pillars: relentless customer obsession, disciplined execution, and a passion for continuous innovation. If you thrive in a fast‑paced, high‑impact environment and want to shape the future of connected living, brighthush is the place for you.

Why Join brighthush?

At brighthush, you’ll be part of a global, customer‑centric organization that rewards creativity, collaboration, and results. Our remote‑first model gives you the freedom to work from anywhere while staying connected through state‑of‑the‑art virtual collaboration tools. We champion diversity, equity, and inclusion, ensuring every voice is heard and every talent is nurtured. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a culture that celebrates growth, learning, and impact.

Key Responsibilities

• Order Validation & Accuracy: Process and validate B2B orders with annual revenue potential up to $1 billion, ensuring each transaction meets service expectations and customer requirements.
• Order Modification & Risk Mitigation: Manage real‑time order changes, proactively mitigating negative service impact and minimizing fine risk.
• Customer Inquiry Management: Respond to inquiries via phone, email, and fax regarding order status, inventory, product details, discrepancies, account status, pricing, and sales programs.
• Issue Resolution: Diagnose and resolve customer issues, crafting solutions that meet or exceed communication standards and drive satisfaction.
• Cross‑Functional Collaboration: Partner with Pricing, Sales Administration, Transportation, Finance, Quality, Marketing, and Field Sales teams to deliver seamless service.
• Technology Utilization: Leverage Delivery Ware, Team‑Email, Customer Web‑sites, and Electronic Data Interchange (EDI) to provide timely, accurate responses.
• Process Improvement: Identify opportunities to streamline workflows, reduce errors, and enhance the customer experience.
• Documentation & Reporting: Maintain accurate records of customer interactions, order changes, and resolution actions in our CRM and ERP systems.
• Compliance & Standards: Adhere to company policies, industry regulations, and quality standards in all customer interactions.
• Continuous Learning: Participate in ongoing training and development programs to stay current on product knowledge and process updates.

Essential Qualifications

• Associate’s or Bachelor’s degree preferred.
• Minimum of 1 year of customer service experience in a service‑oriented industry.
• Proficiency in Microsoft Excel, Word, and PowerPoint; prior SAP experience is a plus.
• Demonstrated ability to manage high‑volume workloads with precision and accuracy.
• Excellent interpersonal, written, and verbal communication skills.
• Strong problem‑solving abilities and a proactive mindset.
• Self‑motivated with a proven track record of working independently and collaboratively across functions.

Preferred Qualifications

• Experience in B2B order management or supply‑chain operations.
• Familiarity with EDI and other integration platforms.
• Knowledge of the home, security, or digital product markets.
• Experience working in a remote, distributed team environment.

Key Skills & Competencies

• Customer‑first mindset with a passion for delivering exceptional service.
• Analytical thinking and data‑driven decision making.
• Time‑management and prioritization in fast‑paced settings.
• Adaptability to changing priorities and evolving technology.
• Team‑player attitude with a collaborative spirit.
• Strong organizational skills and attention to detail.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Representative, you’ll have the chance to:

• Advance to senior or lead roles in Customer Success, Operations, or Supply‑Chain Management.
• Participate in cross‑functional projects that shape product strategy and customer experience.
• Access leadership development programs, mentorship, and continuous learning resources.
• Earn certifications in SAP, EDI, and other industry‑relevant tools.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through virtual collaboration tools. We foster:

• Inclusive teamwork that values diverse perspectives.
• Transparent communication from leadership to frontline staff.
• Recognition programs that celebrate achievements and milestones.
• Employee Resource Groups (ERGs) that promote belonging and professional growth.
• Flexible work hours and generous paid time off to support work‑life balance.

Compensation & Benefits

We offer a competitive base salary ranging from $35,000 to $45,000 USD, with potential for performance‑based bonuses or role‑specific incentive plans. In addition, you’ll receive:

• Comprehensive health, dental, and vision plans.
• Market‑leading 401(k) program with company match.
• Product discounts across our brand portfolio.
• Flexible time off and paid parental leave.
• Adoption benefits and wellness programs.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer. We evaluate all candidates without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. We are committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process.

How to Apply

Ready to join a team that puts customers first and drives innovation? Click the link below to submit your application and take the next step in your career with brighthush.

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Contact & Support

If you need assistance or a reasonable accommodation during the application process, please email [email protected] with your request and contact information.