Senior Customer Service Coordinator & Client Experience Specialist – Driving Order Management Excellence in Precision Manufacturing for brighthush – Championing High‑Volume B2B Customer Success

About brighthush

brighthush is a trailblazer in the precision manufacturing arena, crafting high‑quality metal components that power everything from aerospace assemblies to cutting‑edge medical devices. With a legacy that spans more than four decades, we fuse state‑of‑the‑art technology with a people‑first philosophy, ensuring that every engineer, technician, and customer‑facing professional feels empowered to deliver world‑class results. Our unwavering commitment to sustainability, relentless pursuit of continuous improvement, and laser focus on customer satisfaction have earned us the trust of global partners and positioned us as a preferred supplier for industries that demand flawless precision and reliability.

At brighthush, we believe that exceptional customer service is the engine that drives operational excellence. We are looking for a proactive, detail‑oriented professional to become the linchpin of our client engagement strategy—someone who can translate our technical expertise into outstanding customer experiences.

Position Overview

As the Senior Customer Service Coordinator & Client Experience Specialist, you will serve as the primary touchpoint for our customers, ensuring that every interaction—whether it’s a new order, a pricing inquiry, or a delivery status update—is handled with precision, professionalism, and a genuine focus on exceeding expectations. You will collaborate closely with Sales, Production, Shipping, and Finance to align on order fulfillment, inventory availability, and billing accuracy, while continuously refining our customer service processes to drive operational excellence.

In this pivotal role, you will:

• Act as the central conduit between customers and internal teams, delivering timely, accurate updates on order status, pricing, and delivery schedules.
• Accurately capture and process customer orders, including modifications, cancellations, and special requests, using our brighthush CRM and ERP systems.
• Address customer inquiries, complaints, and feedback promptly, providing effective solutions or escalating to the appropriate department when necessary.
• Maintain meticulous, organized records of all customer interactions, transactions, and follow‑ups in the brighthush CRM, ensuring data integrity and accessibility.
• Work closely with Sales, Production, Shipping, and Finance to align on order fulfillment, inventory availability, and billing accuracy.
• Contribute to the development and refinement of customer service policies, SOPs, and best practices to enhance operational efficiency.
• Generate regular reports on order volumes, customer satisfaction metrics, and service level performance for management review.
• Stay current on product knowledge, industry trends, and emerging customer service technologies to provide informed support.

Key Responsibilities

Client Liaison & Communication

Serve as the primary point of contact for all customer inquiries, ensuring that communication is clear, concise, and aligned with brighthush’s brand voice. Proactively reach out to clients to confirm order details, provide status updates, and gather feedback.

Order Processing & Management

Utilize the brighthush CRM and ERP platforms to capture new orders, process changes, and manage cancellations. Verify order accuracy against production schedules and inventory levels, and coordinate with internal stakeholders to secure timely fulfillment.

Issue Resolution & Escalation

Investigate and resolve customer issues with a focus on root cause analysis. Escalate complex problems to the appropriate functional area, ensuring that resolution timelines meet or exceed agreed service levels.

Data Integrity & Reporting

Maintain a clean, up‑to‑date database of all customer interactions. Produce weekly and monthly reports that highlight key performance indicators such as order cycle time, first‑contact resolution, and customer satisfaction scores.

Process Improvement & Innovation

Identify bottlenecks in the customer service workflow and propose actionable solutions. Collaborate with cross‑functional teams to implement process enhancements that reduce cycle time and improve accuracy.

Continuous Learning & Knowledge Sharing

Stay abreast of new product releases, industry regulations, and emerging customer service technologies. Share insights with the team through knowledge‑base articles, training sessions, and informal coaching.

Essential Qualifications

• Education & Experience: Associate’s degree or equivalent experience in customer service, business administration, or a related field, coupled with 1–3 years of customer service experience in a high‑volume B2B environment.
• Technical Proficiency: Demonstrated ability to navigate and leverage brighthush CRM platforms and the brighthush Office Suite (Word, Excel, Outlook) to manage customer data and communications.
• Communication Skills: Strong written and verbal communication abilities, with the capacity to convey complex information clearly and professionally to both internal stakeholders and external clients.
• Organizational Excellence: Exceptional organizational abilities and meticulous attention to detail, capable of juggling multiple tasks simultaneously while maintaining accuracy.
• Resilience Under Pressure: Proven track record of working effectively under pressure, maintaining composure, and delivering results in fast‑paced settings.
• Integrity & Confidentiality: High level of integrity, confidentiality, and a customer‑centric mindset that aligns with brighthush’s values.
• Problem‑Solving Aptitude: Analytical mindset to diagnose issues quickly and propose effective solutions that enhance the customer experience.
• Team Collaboration: Ability to work seamlessly with cross‑functional teams to achieve shared goals and drive continuous improvement.

Preferred Qualifications

• Experience in a manufacturing or engineering company, with familiarity of production cycles, quality standards, and supply chain dynamics.
• Knowledge of order management systems and inventory control processes.
• Experience in developing or refining customer service policies, SOPs, or training materials.
• Proficiency in additional languages (e.g., Spanish, Mandarin) is a plus.
• Certification in Customer Service Excellence or related professional development.

Skills & Competencies

• Customer Relationship Management: Ability to build and sustain strong, trust‑based relationships with clients.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Time Management: Prioritize tasks efficiently to meet deadlines and service level agreements.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Data Literacy: Comfortable interpreting data, generating insights, and presenting findings.
• Professionalism: Maintain a courteous, respectful, and solution‑focused demeanor at all times.
• Continuous Improvement Mindset: Seek opportunities to enhance processes, reduce friction, and elevate customer satisfaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a Senior Customer Service Coordinator, you will:

• Gain exposure to the full product lifecycle—from order intake to delivery and post‑sales support.
• Participate in cross‑departmental projects that drive operational excellence and customer satisfaction.
• Access continuous learning resources, including workshops, webinars, and industry conferences.
• Be considered for advancement into roles such as Customer Success Manager, Operations Analyst, or Sales Enablement Lead.
• Benefit from mentorship programs that pair you with seasoned leaders in the organization.
• Develop a deep understanding of precision manufacturing processes, quality assurance, and supply chain management.
• Build a robust professional network across multiple functional areas.

Work Environment & Company Culture

brighthush prides itself on a collaborative, inclusive, and forward‑thinking culture. Our office, located at 304 E Ave B, Salina, KS, is a vibrant hub where creativity meets precision. We celebrate diversity, encourage open dialogue, and reward innovation. Employees enjoy:

• Flexible scheduling options to support work‑life balance.
• Regular team‑building events, quarterly company‑sponsored outings, and wellness initiatives.
• A supportive environment that values each individual’s contributions and promotes personal growth.
• Access to cutting‑edge tools and technologies that streamline workflows and enhance productivity.
• Opportunities to collaborate with cross‑functional teams and influence product development.
• Recognition programs that celebrate milestones and achievements.

Compensation & Benefits

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

• Comprehensive medical insurance coverage.
• Optional dental, vision, disability, and cancer coverage.
• Company‑paid voluntary life insurance.
• Paid vacation, holidays, and personal days.
• Wellness program with gym memberships, mental health resources, and health coaching.
• Employee recognition programs and performance‑based bonuses.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee stock‑option plan to share in the company’s long‑term success.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced manufacturing environment, and are ready to make a tangible impact at brighthush, we encourage you to apply today. Submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for our team.

Join brighthush and help us shape the future of manufacturing—one satisfied customer at a time.