Senior Customer Service Specialist – High‑Performance Thermoplastics & Plastics Manufacturing – Remote Midwestern USA – Champion of Customer Experience at brighthush

Welcome to brighthush – Pioneering Tomorrow’s Plastics Today

For more than 75 years, brighthush has been a trailblazer in the plastics industry, transforming raw polymers into the high‑performance materials that power aerospace, automotive, medical, and consumer products worldwide. Our relentless focus on research, precision engineering, and customer partnership has earned us a reputation as a global leader in extrusion and compression‑molding technologies. Whether you’re a seasoned professional or a recent graduate, joining brighthush means becoming part of a legacy of innovation and a future of cutting‑edge solutions.

Why This Role is a Game‑Changer

As a Senior Customer Service Specialist at brighthush, you will be the frontline ambassador for our customers across the Midwest and Western United States. This remote position offers a competitive salary, comprehensive benefits, and the flexibility to work from your own home office while staying connected to a global team. You’ll play a pivotal role in ensuring that every customer interaction reflects the high standards and reliability that brighthush is known for.

Key Responsibilities

Customer Interaction & Support

• Respond to inquiries via phone, email, and live chat with professionalism and speed.
• Provide detailed product information, including material specifications, pricing, lead times, and availability.
• Maintain a friendly, solution‑oriented tone that reinforces brighthush’s reputation for exceptional service.

Order Management & Fulfillment

• Accurately process customer orders using our ERP and order‑management systems.
• Coordinate with production, inventory, and logistics teams to guarantee on‑time delivery.
• Communicate order status, shipping details, and any potential delays to customers in a timely manner.

Issue Resolution & Escalation

• Address customer complaints or concerns and determine the appropriate escalation path.
• Collaborate with quality assurance and production to resolve product discrepancies or quality issues.
• Document all resolution steps and outcomes in the CRM for future reference.

Documentation & Reporting

• Maintain meticulous records of all customer interactions, transactions, and feedback.
• Generate and analyze customer service metrics to identify trends and improvement opportunities.
• Prepare regular reports for management to support data‑driven decision making.

Cross‑Functional Collaboration

• Partner with the sales team to uncover upsell and cross‑sell opportunities.
• Work closely with production and shipping to ensure accurate and efficient delivery.
• Participate in cross‑departmental projects that enhance the customer experience.

Continuous Improvement & Industry Insight

• Identify and propose process improvements that elevate service quality and efficiency.
• Stay current on industry trends, new materials, and manufacturing best practices.
• Contribute to the development of best‑practice guidelines for customer service excellence.

Essential Qualifications

• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience: Minimum 3 years in customer service, ideally within a manufacturing or industrial setting.
• Industry Knowledge: Familiarity with plastics manufacturing or a related field is highly preferred.
• Communication: Excellent verbal and written communication skills; ability to explain complex technical details in simple terms.
• Organizational Skills: Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Technical Proficiency: Comfortable using CRM software, ERP systems, and brighthush Office Suite (Excel, Word, Outlook).
• Problem‑Solving: Demonstrated ability to troubleshoot issues and find effective solutions quickly.

Preferred Qualifications

• Experience with ERP platforms such as SAP or Oracle.
• Knowledge of ISO 9001 quality management standards.
• Previous remote work experience with a proven track record of self‑management.
• Fluency in additional languages (Spanish, German, Mandarin) is a plus.

Physical & Work Environment Requirements

• Ability to sit at a workstation and use a computer for extended periods.
• Occasional lifting or moving of materials up to 20 pounds.
• Remote work from the Midwest or Western United States; must have a reliable high‑speed internet connection.
• Availability to work core hours of 9:00 AM–6:00 PM or 10:00 AM–7:00 PM Eastern Time, with occasional crossover hours as needed.

Compensation & Benefits

We offer a competitive base salary of $50,000 per year, negotiable based on experience and industry expertise. In addition to your salary, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, prescription, and vision coverage.
• Paid time off (PTO) and paid vacation days.
• Nine paid holidays and a birthday off.
• Employer‑matched 401(k) retirement plan.
• Access to continuous learning resources and professional development programs.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you’ll have the chance to:

• Progress into senior customer support roles or team lead positions.
• Transition into sales, account management, or product support roles.
• Participate in cross‑functional projects that expose you to manufacturing, logistics, and quality assurance.
• Access internal training programs, certifications, and mentorship initiatives.

Company Culture & Work Environment

brighthush fosters a culture of collaboration, innovation, and respect. Even though you’ll be working remotely, you’ll be part of a vibrant community that values:

• Open communication and transparency.
• Continuous improvement and data‑driven decision making.
• Work‑life balance and flexibility.
• Recognition of individual and team achievements.

How to Apply

Ready to bring your customer service expertise to a leading plastics manufacturer? Click the link below to submit your application and join the brighthush team. We look forward to exploring how your skills and passion can help us continue to deliver world‑class service to our customers.