Senior Customer Service Compliance Specialist – Global Order Lifecycle Management, Contract Assurance & Remote Operations Leadership (Mountain & Pacific Time Zones)

About brighthush

Since its founding in 1928, brighthush has evolved from a single manufacturing plant in Cleveland, Ohio into a global powerhouse of building materials innovation. With state‑of‑the‑art facilities, cutting‑edge research labs, and a vibrant community of thousands of professionals, brighthush is redefining what it means to build sustainably. Our mission is simple yet profound: deliver high‑performance, energy‑efficient, and environmentally responsible building solutions that empower architects, contractors, and homeowners to create safer, smarter, and more resilient structures.

In today’s data‑driven, eco‑conscious construction landscape, brighthush stands at the intersection of tradition and technology. We blend heritage with digital transformation to shape the future of the built environment. We are more than a company; we are a movement that champions collaboration, continuous learning, and an unwavering commitment to equity and inclusion.

When you join brighthush, you’re not just taking a job—you’re becoming part of a legacy that is building a better world, one project at a time.

Role Overview

We are looking for an experienced Senior Customer Service Compliance Specialist to serve as the linchpin between our customers and internal stakeholders. This fully remote role spans the Mountain and Pacific time zones, requiring a flexible schedule that aligns with business hours in those regions. As the guardian of our order lifecycle, you will ensure that every order—from entry to fulfillment—meets rigorous compliance standards while delivering an exceptional customer experience. Your work will directly influence project timelines, customer satisfaction scores, and the integrity of our financial processes.

Key Responsibilities

• Order Lifecycle Management: Receive, review, and enter orders into SAP on the same day they arrive, guaranteeing accuracy, completeness, and compliance with internal controls.
• Compliance Oversight: Validate purchasing documents, secure contract approvals, and verify that all documentation—bonds, insurance certificates, W‑9s—meets legal and internal standards.
• Cross‑Functional Liaison: Coordinate with Sales, Contracts Management, Credit, Project Administration, Field Operations, Logistics, and Accounts Payable to resolve issues and keep projects on track.
• Customer Interaction: Handle high volumes of inbound calls and inquiries, providing timely status updates and ensuring a seamless customer experience.
• Data Accuracy & Reporting: Maintain accurate General Contracting sales reports and daily new order reports for Marketing; track pre‑award documentation and special pricing approvals.
• Logistics & Delivery Coordination: Schedule job‑site deliveries, monitor fulfillment, and communicate shipment details to Sales and customers.
• Returns & Credit Management: Process product returns, issue credit memos within three business days, and verify that discounted orders are supported by approved Special Price Forms.
• Performance Metrics: Maintain a customer service error rate of no more than 1%, striving for zero.
• Continuous Improvement: Identify process gaps, propose solutions, and implement best practices to enhance efficiency and compliance.
• Special Projects: Lead or support ad‑hoc projects and reports, delivering high‑quality results on time.

Essential Qualifications

• Bachelor’s degree from a four‑ or five‑year college or university.
• Minimum of 3 years of office or business support experience in a fast‑paced environment.
• Strong organizational skills with a meticulous eye for detail.
• Excellent verbal and written communication abilities in English.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and basic computer skills.
• Ability to calculate discounts, percentages, and other financial figures accurately.
• Proactive mindset with a “can‑do” attitude and a passion for continuous improvement.

Preferred Qualifications

• Experience using SAP or similar ERP systems.
• Background in customer service or order processing.
• Knowledge of contract compliance, legal documentation, and procurement processes.
• Experience working in a remote or distributed team environment.

Skills & Competencies

• Communication: Clear, concise, and professional in all interactions.
• Problem Solving: Analytical mindset to identify errors, evaluate trends, and anticipate challenges.
• Phone Etiquette: Exceptional phone skills and the ability to handle high call volumes.
• Multitasking: Manage multiple priorities simultaneously while maintaining accuracy.
• Team Collaboration: Build strong relationships with internal departments and external customers.
• Adaptability: Thrive in a dynamic environment and adjust to changing priorities.
• Data Integrity: Maintain clean, organized records and uphold data accuracy.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Cross‑functional training that expands your skill set beyond customer service into procurement, logistics, and project management.
• Leadership development workshops and certifications that prepare you for future managerial roles.
• Opportunities to lead projects, present findings to senior leadership, and influence company‑wide initiatives.
• Continuous education support, including tuition reimbursement for relevant courses and access to industry conferences.

Work Environment & Culture

Our remote work model is designed to support a healthy work‑life balance. You’ll enjoy:

• Flexible scheduling within Mountain and Pacific business hours.
• A collaborative, inclusive culture that values diverse perspectives.
• Regular virtual team‑building events and cross‑departmental knowledge sharing.
• Access to cutting‑edge technology and tools that streamline your workflow.
• A supportive leadership team that encourages innovation and recognizes achievements.

Compensation & Benefits

The base salary for this role ranges from $52,000 to $56,000, commensurate with experience and qualifications. In addition to competitive pay, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Paid holidays and paid time off (PTO).
• 401(k) plan with company match.
• Company pension plan.
• Continuing education stipend.
• Employee wellness programs and resources.
• Charitable donation matching and volunteer time off.

Diversity & Inclusion Statement

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join a team that’s building a brighter future.

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