Senior Customer Service Specialist – Order Management & Process Excellence Champion – Driving Cross‑Functional Collaboration, Manufacturing Operations Success, Continuous Improvement, and Customer Loyalty at brighthush

Welcome to brighthush – Where Precision Meets Passion

At brighthush, we don’t just produce plastic film – we craft the future of packaging. With state‑of‑the‑art extrusion facilities in California and Georgia, we deliver high‑performance, eco‑friendly solutions that protect food, beverage, pharmaceutical, and consumer goods worldwide. Our commitment to lean manufacturing, sustainability, and relentless improvement sets industry standards and fuels our global reputation for reliability and quality.

If you thrive in a fast‑paced, growth‑oriented environment that values expertise, creativity, and a passion for excellence, brighthush is the place for you. Join a team that celebrates every detail, embraces innovation, and turns challenges into opportunities for continuous improvement.

About the Industry

The packaging sector is evolving at an unprecedented pace. Stricter regulations, rising consumer demand for sustainable materials, and the need for resilient supply chains are reshaping how products are protected and delivered. In this dynamic landscape, brighthush stands at the forefront of innovation, constantly refining processes to reduce waste, improve energy efficiency, and enhance product performance. Our customers rely on us for reliability, quality, and the ability to adapt quickly to market changes.

As a Senior Customer Service Specialist, you will be the bridge between customer expectations and operational execution, ensuring that every order reflects brighthush’s commitment to excellence.

Why This Role Matters

In an era where manufacturing timelines are tightening and customer expectations are soaring, the Senior Customer Service Specialist is the linchpin that connects customers, sales, and internal operations. Your precision in order handling, rapid issue resolution, and cross‑departmental collaboration directly influence delivery timelines, customer loyalty, and overall business performance. By ensuring every interaction reflects brighthush’s reputation for reliability and quality, you help sustain our market leadership and drive sustainable growth.

Key Responsibilities

• Primary Customer Contact: Serve as the first point of contact for all customer inquiries, delivering timely, accurate, and courteous service across phone, email, and live chat. Proactively anticipate customer needs and provide proactive updates on order status.
• Order Lifecycle Management: Oversee orders from entry to shipment, ensuring 100 % accuracy, adherence to deadlines, and compliance with pricing and contractual terms. Coordinate with sales, production, and logistics to guarantee seamless order flow.
• Inventory & Shipment Monitoring: Track inventory levels, order status, and shipment progress in real‑time. Identify and resolve discrepancies or delays before they impact customer satisfaction.
• Cross‑Functional Collaboration: Partner with Production, Quality Assurance, Logistics, and Supply Chain teams to guarantee on‑time fulfillment and continuous improvement. Facilitate regular status meetings and issue escalation protocols.
• Issue Resolution & Relationship Building: Investigate and resolve customer concerns, turning challenges into opportunities to strengthen long‑term relationships. Document root causes and recommend process changes.
• Documentation & Reporting: Maintain meticulous records of orders, pricing, and shipment data. Generate weekly and monthly reports for internal stakeholders and customers, highlighting trends and improvement opportunities.
• Process Improvement: Identify bottlenecks, propose solutions, and participate in cross‑functional initiatives aimed at enhancing operational efficiency. Champion Kaizen events and continuous improvement projects.
• System Management: Utilize customer portals, ERP systems (M3, AX), and Microsoft Office tools to manage real‑time updates, data entry, and communication. Ensure data integrity and system security.
• Compliance & Safety: Adhere to plant safety protocols, confidentiality requirements, and regulatory standards while working in high‑noise, temperature‑variable environments. Promote a culture of safety and compliance.
• Site Visits & Hybrid Support: Conduct occasional on‑site visits to customer locations and production plants. Support hybrid work arrangements with a dedicated, secure home office setup.

Essential Qualifications

• High school diploma or GED (required).
• Minimum 25 years of customer service experience, preferably within manufacturing, packaging, or plastic film extrusion.
• Proven track record of managing complex orders with high accuracy and urgency.
• Strong communication and relationship‑building skills, capable of engaging stakeholders at all levels.
• Exceptional organizational abilities and meticulous attention to detail.
• Proficiency in Microsoft Office (Word, Excel) and order management systems.
• Ability to thrive in a fast‑paced, deadline‑driven environment.
• Physical capability to stand for extended periods, lift up to 25 lbs, and perform frequent bending, reaching, and movement.

Preferred Qualifications & Skills

• Experience in inflexible packaging or supply chain operations.
• Hands‑on knowledge of ERP systems, especially M3 and AX.
• Background in a plant environment with exposure to noise, temperature variation, and safety protocols.
• Strong analytical skills, with the ability to interpret data and translate insights into actionable improvements.
• Demonstrated ability to work collaboratively across cross‑functional teams.
• Experience with customer portals and real‑time reporting tools.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving Acumen: Ability to diagnose issues quickly, think critically, and implement effective solutions.
• Data Literacy: Comfortable working with spreadsheets, dashboards, and reporting tools to extract insights.
• Adaptability: Thrives in a dynamic environment, adjusting priorities as business needs evolve.
• Team Player: Works seamlessly with cross‑functional partners to achieve shared goals.
• Time Management: Prioritizes tasks efficiently to meet tight deadlines without compromising quality.

Career Growth & Learning Opportunities

At brighthush, continuous learning is the engine of innovation. We invest in your professional development through mentorship, structured training programs, and opportunities to take on new responsibilities. Whether you aspire to lead a team, specialize in a niche area, or transition into a different functional role, brighthush provides a clear path for advancement.

Learning & Development

Access industry‑leading courses, certifications, and on‑the‑job training that keep you at the forefront of manufacturing and customer service best practices. We partner with leading educational institutions and offer tuition reimbursement for relevant programs. Our internal knowledge‑sharing platform encourages peer learning and continuous improvement.

Leadership Pipeline

High performers are identified early and given exposure to strategic projects, cross‑departmental initiatives, and leadership coaching. This pipeline ensures that talent is nurtured and promoted from within, fostering a culture of ownership and accountability.

Innovation & Continuous Improvement

Kaizen events, suggestion programs, and innovation labs are integral to our daily operations. Employees are empowered to propose ideas that drive efficiency, quality, and customer satisfaction. Your insights as a Senior Customer Service Specialist will directly influence the next wave of process enhancements.

Work Environment & Company Culture

brighthush fosters a supportive, inclusive culture that fuels innovation. Our teams are encouraged to share ideas, challenge the status quo, and collaborate across departments. We maintain a safe, respectful workplace that values diversity, equity, and inclusion. Whether you’re working in our California or Georgia facilities, you’ll find a welcoming environment that supports both professional and personal growth.

Collaboration & Transparency

Open communication channels, regular town halls, and cross‑functional project teams ensure that everyone’s voice is heard and valued. We celebrate achievements and learn from challenges, creating a culture of continuous improvement and shared success.

Safety & Sustainability

Safety is non‑negotiable at brighthush. We adhere to rigorous plant safety protocols and environmental standards, ensuring a secure workplace for all employees. Our sustainability initiatives focus on reducing waste, optimizing energy use, and developing eco‑friendly packaging solutions that benefit both our customers and the planet.

Compensation & Perks (General Overview)

Base Salary: Competitive, commensurate with experience and location. Benefits: Comprehensive health, dental, vision, 401(k) with company match, paid time off, and flexible work arrangements. Bonuses: Performance‑based incentives tied to individual and company goals. Additional Perks: Employee wellness programs, tuition reimbursement, modern ergonomic office setups, and a vibrant employee resource community. Other Benefits: On‑site fitness center access, employee discount programs, and a culture of recognition and celebration.

How to Apply

Ready to bring your expertise to a company that values precision, collaboration, and customer success? Click the link below to submit your application and join the brighthush team. We look forward to learning how your experience and passion can help us continue to deliver exceptional value to our customers.

Apply to this job at brighthush

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Veterans and individuals with disabilities are encouraged to apply. All applicants will receive notification of their rights under federal employment laws. For more information, please review the Know Your Rights notice from the Department of Labor.