Senior B2B Customer Support Specialist – Order Management, Client Relations, and Technical Service Excellence in Precision Metal Cutting Solutions at brighthush

Welcome to brighthush – Where Precision Meets Passion

At brighthush, we don’t just cut metal – we cut through complexity, turning raw ideas into engineered realities. With a footprint that spans over 100 countries, we empower manufacturers in energy, aerospace, automotive, and industrial sectors to push the boundaries of performance, reliability, and sustainability. Our reputation is forged on a foundation of deep technical know‑how, relentless innovation, and a steadfast commitment to building lasting, trust‑based relationships with every customer we serve.

Whether you’re working from a home office or a regional hub, you’ll be part of a global network that champions professional growth, celebrates achievements, and rewards dedication to excellence. At brighthush, creativity, collaboration, and continuous learning are not buzzwords – they’re the pillars that support a flexible, inclusive, and high‑performance environment where you can truly thrive.

Role Overview: Your Mission as a Senior B2B Customer Support Specialist

We’re looking for a highly motivated, customer‑centric professional to become the primary point of contact for distributors and end‑users across the United States and Canada. In this role, you will orchestrate the entire order lifecycle, resolve complex issues, and collaborate closely with sales, supply chain, and operations teams to deliver seamless, high‑quality experiences. You will report directly to the Customer Service Manager, North America, and operate within a remote, high‑performance team based in the Eastern United States.

Key Responsibilities – What You’ll Do Every Day

• First‑Line Support Champion – Serve as the frontline for distributors and customers via phone, email, and chat, delivering professional, timely, and solution‑oriented service.
• Order Management Expert – Process, monitor, and validate customer orders in our ERP system, ensuring accuracy, completeness, and on‑time fulfillment.
• Proactive Communication Lead – Provide real‑time order status updates, flag potential delays or supply constraints, and keep all stakeholders informed throughout the order lifecycle.
• Issue Resolution Specialist – Investigate and resolve customer concerns, complaints, and order discrepancies, escalating to the appropriate teams when necessary.
• Quotation & Pricing Partner – Prepare detailed quotations, support pricing requests, and collaborate with sales to close deals while maintaining customer satisfaction.
• Returns & Claims Processor – Manage returns, credits, and customer claims, ensuring compliance with company policies and customer expectations.
• Data Steward – Maintain accurate records within ERP systems, track key performance indicators (KPIs), and report on service metrics to leadership.
• Continuous Improvement Advocate – Identify opportunities to enhance customer experience and internal processes, contributing to ongoing improvement initiatives.
• Product Subject‑Matter Expert – Own brighthush’s product portfolio, providing technical guidance to customers and internal teams.
• Cross‑Functional Project Contributor – Participate in projects that refine order management workflows, customer onboarding, and service delivery.

Essential Qualifications – What We Expect

• Associate degree or equivalent combination of education and experience.
• Minimum of 3 years of customer service, support, or order management experience in a B2B environment.
• Background in manufacturing, industrial distribution, or a related sector.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and ERP systems.
• Excellent written and verbal communication skills in English.
• Detail‑oriented, organized, and capable of managing multiple priorities in a fast‑paced environment.
• Demonstrated ability to work independently while collaborating effectively with cross‑functional teams.
• Proactive problem‑solving mindset focused on customer satisfaction.

Preferred Qualifications – Bonus Points

• Experience with SAP or other enterprise resource planning platforms.
• Prior exposure to supporting U.S. and Canadian customers.
• French language skills (spoken or written) – a plus.
• Knowledge of metal cutting tools or manufacturing processes.
• Experience working in a remote or distributed team setting.
• Certifications in customer service, supply chain, or project management.

Skills & Competencies – What Makes You Stand Out

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical and troubleshooting abilities.
• Excellent interpersonal skills, capable of building rapport with diverse stakeholders.
• Adaptability to changing priorities and evolving customer needs.
• Proactive communication, both internal and external.
• Commitment to continuous improvement and process optimization.
• Ability to translate technical product information into clear, actionable insights for customers.
• Time‑management skills that enable efficient handling of multiple concurrent tasks.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Ongoing technical training on the latest metal cutting technologies and industry best practices.
• Professional development programs, including leadership workshops, cross‑functional projects, and mentorship opportunities.
• Clear pathways for advancement within Customer Service, Sales, or Operations functions.
• Exposure to global initiatives and the chance to collaborate with colleagues across continents.
• Participation in industry conferences, webinars, and knowledge‑sharing forums.
• Access to internal knowledge bases, product documentation, and certification programs.

Work Environment & Company Culture – Where Innovation Lives

Our remote, collaborative culture is built on trust, transparency, and a shared commitment to excellence. You will:

• Work from the comfort of your home office in the Eastern United States.
• Participate in regular virtual team meetings, knowledge‑sharing sessions, and social events.
• Enjoy a flexible schedule that supports work‑life balance.
• Be part of a diverse, inclusive team that values each individual’s contributions.
• Benefit from a supportive leadership team that encourages innovation and rewards high performance.
• Have access to digital collaboration tools that enable seamless communication across time zones.
• Experience a culture that celebrates achievements, recognizes milestones, and fosters a sense of belonging.

Compensation & Benefits – A Competitive Total Rewards Package

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• 401(k) retirement plan with company core contribution and matching.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Disability and life insurance to provide peace of mind.
• Paid family leave and flexible time‑off policies.
• Employee wellness programs, including mental health resources and fitness stipends.
• Annual performance bonuses and recognition programs.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to a global network of experts, partners, and industry events.

How to Apply – Take the Next Step

Ready to make a tangible impact on the manufacturing world? Click the link below to submit your application and join the brighthush team. We look forward to learning how your expertise can help our customers thrive.

Apply to this job

Closing – Join the brighthush Family

At brighthush, we believe that every customer interaction is an opportunity to innovate, improve, and build lasting partnerships. If you are passionate about delivering exceptional service, thrive in a dynamic environment, and want to grow your career with a global leader in metal cutting solutions, we encourage you to apply today. Join us and help shape the future of manufacturing—one customer at a time.