Senior Customer Success & Order Management Specialist – Driving Manufacturing & Supply Chain Excellence for Global Leaders

About brighthush

brighthush stands at the forefront of the manufacturing and supply‑chain arena, blending cutting‑edge technology with a relentless commitment to customer success. With a presence that spans continents and industries—from automotive to consumer electronics—our mission is simple: empower businesses to streamline operations, mitigate risk, and unlock sustainable growth. Every interaction with a customer is a chance to deepen partnership, deliver measurable value, and set new standards for service excellence.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we celebrate curiosity, collaboration, and continuous improvement. Our people are the heart of our success, and we invest heavily in their professional development, well‑being, and career progression. Whether you’re a seasoned veteran or an ambitious newcomer, brighthush offers:

• Competitive compensation packages and performance‑based bonuses that reward impact.
• Comprehensive health, dental, and vision plans, plus wellness programs that support mind, body, and spirit.
• Generous paid time off, flexible work arrangements, and a supportive remote‑first environment.
• Access to state‑of‑the‑art technology, training resources, and industry conferences.
• Clear career pathways, mentorship, and a commitment to internal mobility.

Role Overview

As a Senior Customer Success & Order Management Specialist, you will be the linchpin between our customers and the cross‑functional teams that deliver our products and services. You will own the end‑to‑end customer experience, ensuring that every order is processed accurately, every issue is resolved swiftly, and every customer feels valued and heard. Your proactive communication, analytical mindset, and collaborative spirit will directly influence customer satisfaction scores, retention rates, and revenue growth.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of high‑value customer accounts.
• Build and nurture strong, professional relationships with key stakeholders, including procurement, operations, and executive leadership.
• Deeply understand each customer’s ordering practices, product requirements, inventory needs, and delivery expectations.
• Respond promptly to inquiries, requests, and concerns, ensuring timely resolution and follow‑up.

Order Entry & Fulfillment Coordination

• Process and manage all aspects of customer orders, including changes, cancellations, sample requests, expedited orders, diversions, and special requests.
• Validate orders against inventory availability, pricing, production schedules, credit status, transportation requirements, and quality standards.
• Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, and Planning to guarantee accurate and on‑time fulfillment.

Internal & External Coordination

• Facilitate seamless communication across cross‑functional teams to align on customer commitments and operational constraints.
• Ensure that all customer requirements and business commitments are accurately documented and communicated in real time.
• Act as a liaison during escalations, ensuring that all parties are informed and solutions are implemented swiftly.

Proactive Customer Communication

• Keep customers informed of any issues that could impact shipments, inventory, costs, or service commitments.
• Communicate delays, shortages, manufacturing impacts, pricing changes, and supply‑chain disruptions with clarity and empathy.
• Provide updates on revised shipment schedules, potential solutions, and resolution plans.
• Maintain open lines of communication until the final issue resolution.

Problem Solving & Continuous Improvement

• Investigate and resolve complex customer service, inventory, order, production, and transportation issues.
• Analyze data to identify root causes and recommend corrective actions that enhance process efficiency.
• Escalate issues when additional resources or approvals are required, ensuring timely resolution.
• Identify and champion process improvement opportunities that elevate the customer experience and operational performance.

Inventory & Supply Management

• Monitor customer‑owned, consignment, VMI, and terminal inventory levels as applicable.
• Coordinate replenishment activities and inventory transfers in partnership with Planning.
• Work closely with Planning to maintain optimal inventory levels and mitigate supply risk.
• Review aged inventory and take action in line with company policies and customer agreements.

End‑to‑End Customer Ownership

• Own the entire customer lifecycle from issue identification to final resolution.
• Ensure consistent follow‑up with customers and internal stakeholders.
• Exercise sound judgment while balancing customer needs with operational realities.
• Maintain a relentless focus on customer satisfaction, accountability, and service excellence.

Essential Qualifications

• Associate’s degree or Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.
• 4–6+ years of experience in customer service, order management, manufacturing, or supply‑chain operations.
• Experience supporting customers in a manufacturing environment is highly desirable.
• Proficiency in Microsoft Excel, Word, Outlook, Teams, and Power BI.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent written and verbal communication abilities.
• Demonstrated ability to manage multiple priorities in a fast‑paced, cross‑functional setting.
• Customer‑focused mindset with a strong sense of urgency and accountability.
• Proven track record of delivering results under tight deadlines.

Preferred Qualifications

• Experience with ERP, CRM, inventory management, and order management systems (e.g., Conexiom).
• Knowledge of manufacturing processes, quality standards, and logistics operations.
• Certifications in Supply Chain Management (CSCP, APICS) or Customer Success.
• Experience leading cross‑functional projects or process improvement initiatives.
• Fluency in additional languages is a plus.

Skills & Competencies

• Exceptional organizational and multitasking abilities.
• High attention to detail and a commitment to accuracy.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent interpersonal skills, capable of building rapport with stakeholders at all levels.
• Adaptability and resilience in a dynamic, evolving environment.
• Proactive communication style, both written and verbal.
• Team player who thrives in collaborative, cross‑functional settings.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success & Order Management Specialist, you will have the opportunity to:

• Progress into leadership roles such as Customer Success Manager, Operations Manager, or Supply‑Chain Lead.
• Lead cross‑functional initiatives that shape the future of our customer experience strategy.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and technical training.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Engage with executive leadership to influence product roadmaps and service enhancements.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our core values—customer obsession, data‑driven decision making, and a growth mindset—guide everything we do. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re working from our modern headquarters, a satellite office, or remotely, you’ll find a supportive environment that values work‑life balance and personal well‑being.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual, team, and company goals.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible work arrangements.
• Wellness stipend, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement.
• Employee recognition programs and social events.

Travel Requirements

Occasional travel may be required for customer visits, training sessions, meetings, and business support activities. Travel will be scheduled in advance and compensated in accordance with company policy.

How to Apply

Ready to take the next step in your career and join a team that values innovation, collaboration, and customer success? Submit your resume and a cover letter highlighting your relevant experience and why you’re excited about this role at brighthush. We look forward to exploring how you can contribute to our mission of delivering unparalleled service to our customers.

Apply now and become a pivotal part of brighthush’s journey to redefine excellence in manufacturing and supply‑chain solutions.