Senior B2B Customer Success & Order Management Specialist – Safety Solutions & Client Relations Leader – Championing Operational Excellence, Customer Advocacy, Process Optimization, and Continuous Improvement at brighthush

Welcome to brighthush – The Vanguard of Safer Workplaces

At brighthush, we’re not just a supplier of personal protective equipment; we’re a full‑stack partner that engineers safer, more compliant, and resilient work environments across America. From towering construction sites and bustling retail floors to high‑tech manufacturing plants and federal agencies, our footprint spans every sector that values human safety and operational continuity. Our mission is simple yet profound: protect people, protect businesses, and protect the future.

Why This Role Matters

In a world where safety compliance is both a legal requirement and a competitive advantage, the Senior B2B Customer Success & Order Management Specialist is the linchpin that keeps our clients satisfied, our operations efficient, and our safety outcomes exceptional. You will be the heartbeat of the client experience, translating business needs into actionable insights and ensuring every order, inquiry, and issue is handled with precision and care.

Your Impact in Numbers

As a senior member of our customer success team, you’ll directly influence key performance indicators such as:

• Customer Satisfaction Score (CSAT) – target >90%
• Order Accuracy Rate – 99.5%+
• First‑Contact Resolution – 80%+
• Process Cycle Time – reduce by 15% annually
• Revenue Growth from Upsell/Cross‑sell – 12% YoY

Key Responsibilities

Below is a detailed breakdown of what you will do day‑to‑day. These responsibilities are designed to empower you to deliver exceptional service while continuously improving our processes.

• Customer Liaison & Relationship Builder: Serve as the trusted advisor for our B2B clients, responding to inquiries via phone, email, and chat. Provide clear, concise information on account status, product specifications, and service procedures.
• Order Processing & Data Stewardship: Accurately enter orders, update customer accounts, and maintain detailed records in our proprietary systems, ERP, and CRM platforms. Ensure data integrity and compliance with internal controls.
• Issue Resolution & Escalation Management: Investigate and resolve product or service discrepancies, file claims with freight carriers, and coordinate with shipping partners to guarantee timely delivery. Escalate complex issues to the appropriate teams and follow up until resolution.
• Sales Enablement: Capture qualified leads, forward them to the sales team, and ensure a seamless handoff. Provide feedback on lead quality and market trends.
• Reporting & Analytics: Generate regular reports on order volume, customer satisfaction metrics, inventory status, and process KPIs. Use data to inform business decisions and identify improvement opportunities.
• Cross‑Functional Collaboration: Work closely with logistics, finance, compliance, and product teams to resolve complex customer issues and streamline service processes.
• Continuous Improvement Champion: Identify opportunities to streamline workflows, reduce errors, and enhance the overall customer experience. Lead or participate in process improvement initiatives.
• Compliance & Quality Assurance: Ensure all orders and customer interactions adhere to industry regulations, company policies, and quality standards.

Essential Qualifications

• High school diploma or GED equivalent (college coursework or a degree is a plus).
• Minimum age of 18 with a clean, professional demeanor.
• Proven customer service experience, preferably in a B2B environment.
• Proficiency in brighthush systems and familiarity with ERP or CRM platforms.
• Basic mathematical aptitude for order calculations, pricing, and invoicing.
• Excellent verbal and written communication skills in English, with polished telephone and email etiquette.
• Strong multitasking, prioritization, and independent work skills in a fast‑paced setting.

Preferred Qualifications

• Experience in the safety, industrial, or logistics sectors.
• Knowledge of shipping carriers and freight claim processes.
• Familiarity with compliance training programs or safety product catalogs.
• Experience using data‑entry tools such as brighthush or similar platforms.
• Demonstrated commitment to continuous learning and professional development.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term client relationships.
• Problem‑Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
• Attention to Detail: Meticulous data entry and record‑keeping to maintain accuracy.
• Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
• Adaptability: Comfortable navigating changing priorities and evolving processes.
• Tech Savvy: Quick learner of new software and tools, with a proactive approach to technology adoption.

Career Growth & Learning Opportunities

At brighthush, we invest in our people because we know that a skilled, motivated team is the engine of our success. As a Senior Customer Service & Order Management Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on product knowledge, compliance regulations, and industry best practices.
• Cross‑training across departments—sales, logistics, compliance—to broaden your skill set.
• Clear career pathways, including opportunities to advance into senior customer support, account management, or operations roles.
• Support for professional certifications (e.g., safety training credentials) through tuition reimbursement and study resources.
• Participation in industry conferences, webinars, and safety workshops.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and forward‑thinking workplace. Our core values—integrity, innovation, and impact—guide everything we do. Highlights of our culture include:

• Open communication channels and regular town‑hall meetings to keep everyone informed.
• Employee recognition programs that celebrate achievements and milestones.
• Community outreach initiatives, such as volunteer days and safety workshops.
• Diversity and inclusion efforts that ensure every voice is heard and respected.
• Flexible work arrangements, including hybrid and remote options where feasible.
• Access to wellness resources, mental health support, and a supportive HR team.

Compensation, Perks, and Benefits

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

• Base salary with performance‑based incentives.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match and profit‑sharing options.
• Paid time off (vacation, sick leave, and holidays) plus a generous PTO accrual schedule.
• Employee assistance program and life insurance coverage.
• Direct deposit, tuition reimbursement, and a 30% employee discount on all safety products.
• Employee referral bonuses for bringing top talent into the organization.
• Access to a company‑wide wellness stipend and on‑site fitness resources.

How to Apply

If you are ready to bring your customer‑service expertise, problem‑solving skills, and enthusiasm for safety to a forward‑thinking company, we encourage you to apply today. Join brighthush and help us build safer workplaces for everyone.