Senior Customer Service Specialist – Order Lifecycle & Inventory Excellence, Cross‑Functional Collaboration Leader in High‑Performance Plastic Film Extrusion at brighthush – Driving Customer Success & Operational Excellence

About brighthush

brighthush stands at the forefront of the high‑performance plastic film extrusion industry, turning everyday packaging into sustainable, high‑value solutions that empower businesses across the United States and beyond. With flagship facilities in California and Georgia, we blend cutting‑edge technology, lean manufacturing principles, and an unwavering focus on safety and customer satisfaction to deliver products that help our clients thrive in a rapidly evolving marketplace. Our mission is simple yet ambitious: to create packaging that protects, preserves, and promotes, while minimizing environmental impact and maximizing operational efficiency.

Why This Role Matters

In the fast‑paced world of manufacturing and packaging, the customer experience is the linchpin that holds the entire value chain together. As a Senior Customer Service Specialist, you will be the trusted advisor who ensures that every order, from the first click to the final delivery, is executed flawlessly. Your expertise will directly influence lead times, inventory accuracy, and the long‑term loyalty of our most valuable customers. By bridging the gap between sales, production, quality, and logistics, you will help brighthush maintain its reputation for reliability, speed, and innovation.

Beyond the day‑to‑day tasks, this role is a strategic touchpoint that shapes how our customers perceive brighthush. Your ability to anticipate needs, resolve issues proactively, and communicate transparently will set the tone for our brand’s promise of excellence.

Key Responsibilities

• Primary Customer Contact: Serve as the first point of contact for all customer inquiries, delivering timely, accurate, and courteous support across our California and Georgia locations.
• Order Lifecycle Management: Oversee orders from entry through shipment, ensuring 100% accuracy, adherence to deadlines, and compliance with pricing and contractual terms.
• Inventory & Shipment Oversight: Monitor real‑time inventory levels, order status, and shipment tracking to preempt potential bottlenecks and keep customers informed.
• Cross‑Functional Collaboration: Partner with Production, Quality Assurance, and Logistics teams to guarantee on‑time fulfillment and resolve any operational issues that may arise.
• Issue Resolution & Relationship Building: Identify root causes of customer concerns, propose actionable solutions, and maintain strong, trust‑based relationships that drive repeat business.
• Documentation & Reporting: Maintain meticulous records of orders, pricing changes, shipment details, and customer interactions using our order management systems.
• Continuous Improvement: Participate in process improvement initiatives, share insights from customer feedback, and collaborate on cross‑functional projects that enhance efficiency.
• Real‑Time System Updates: Utilize customer portals and internal systems to provide instant updates, generate reports, and ensure transparency throughout the order cycle.
• Plant Site Visits: Conduct occasional on‑site visits to production plants and customer locations to gain deeper insights into operational challenges and opportunities.
• Leadership & Mentorship: Mentor junior team members, share best practices, and foster a culture of continuous learning and improvement.
• Data Analysis & Forecasting: Analyze order trends, inventory patterns, and customer feedback to forecast demand and recommend strategic adjustments.
• Strategic Planning Support: Contribute to quarterly business reviews, providing data‑driven insights that inform sales strategy, capacity planning, and product development.
• Compliance & Quality Assurance: Ensure all customer interactions and order processes comply with industry regulations, internal SOPs, and quality standards.

Essential Qualifications

• High school diploma or GED required; additional education or certifications in business, logistics, or manufacturing preferred.
• Minimum of 25 years of customer service experience, ideally within manufacturing, packaging, or plastic film extrusion.
• Proven track record of managing complex orders with high accuracy and urgency.
• Strong communication skills—both written and verbal—across all levels of the organization.
• Exceptional organizational and detail‑oriented mindset, capable of juggling multiple priorities in a deadline‑driven environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with order management systems.
• Ability to thrive in a fast‑paced, dynamic setting, adapting quickly to changing priorities.
• Physical capability to stand for extended periods, lift up to 25 lbs., and perform frequent bending, reaching, and movement.
• Comfortable working in a manufacturing environment with variable noise and temperature conditions.
• Strong analytical mindset with the ability to translate data into actionable insights.

Preferred Qualifications

• Experience in flexible packaging or supply chain operations.
• Hands‑on knowledge of ERP systems such as M3 or Microsoft Dynamics AX.
• Prior exposure to plant operations and safety protocols.
• Experience in a hybrid work arrangement, with a home office that supports confidential communications.
• Certifications in Six Sigma, Lean Manufacturing, or Customer Experience Management.
• Background in project management or process improvement initiatives.
• Knowledge of ISO 9001, ISO 14001, or other relevant industry standards.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Collaboration & Influence: Skilled at building rapport with cross‑functional teams and influencing outcomes without direct authority.
• Adaptability: Comfortable navigating shifting priorities and rapidly evolving processes.
• Technical Proficiency: Comfortable learning new software tools and leveraging technology to streamline workflows.
• Problem‑Solving: Strong troubleshooting skills, with a focus on root cause analysis and sustainable solutions.
• Leadership Presence: Ability to guide junior staff, lead meetings, and represent the customer service function in executive discussions.
• Time Management: Mastery of prioritizing tasks, meeting deadlines, and managing multiple concurrent projects.
• Communication Excellence: Clear, concise, and persuasive communication in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Cross‑training across Production, Quality, and Logistics to broaden your operational knowledge.
• Leadership development workshops focused on communication, negotiation, and project management.
• Opportunities to lead process improvement projects, enhancing your project management credentials.
• Internal career pathways that can lead to roles such as Operations Coordinator, Supply Chain Analyst, or Customer Success Manager.
• Access to industry conferences, webinars, and certification programs at no cost to you.
• Annual performance reviews that align your career goals with company objectives.
• Participation in the brighthush Innovation Lab, where you can propose and pilot new ideas that shape the future of packaging.
• Recognition programs that celebrate milestones, achievements, and innovative contributions.

Work Environment & Culture

brighthush thrives on a culture of safety, respect, and continuous improvement. Our employees enjoy:

• Collaborative teams that celebrate diverse perspectives and encourage open dialogue.
• State‑of‑the‑art manufacturing facilities equipped with the latest technology.
• Flexible work arrangements, including hybrid options that support work‑life balance.
• Regular team‑building events, safety workshops, and community outreach initiatives.
• A commitment to sustainability, with initiatives that reduce waste and promote eco‑friendly practices.
• Employee recognition programs that celebrate milestones, achievements, and innovative ideas.
• Access to wellness resources, including on‑site fitness classes, mental health support, and health coaching.
• Inclusive environment that values every voice and fosters personal growth.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to customer satisfaction metrics and operational efficiency.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Paid time off, holidays, and a flexible leave policy.
• Employee wellness programs, including gym memberships and mental health resources.
• Professional development stipend for certifications, conferences, and training courses.
• Employee stock purchase plan to share in the company’s success.
• Relocation assistance for qualified candidates moving to our California or Georgia sites.
• On‑site childcare and family support programs.
• Annual company retreats and off‑site learning experiences.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status.

Ready to Join brighthush?

If you are a seasoned customer service professional with a passion for manufacturing excellence, we invite you to bring your expertise to brighthush. This role offers a unique blend of customer engagement, operational insight, and career advancement in a supportive, forward‑thinking environment.

Take the next step in your career—apply today and help us shape the future of packaging and manufacturing.

How to Apply

Ready to make an impact? Submit your resume and a cover letter outlining your relevant experience and why you’re excited about this opportunity. Click the button below to start your application.