Senior Customer Success & Order Processing Lead – Hybrid Leadership Champion of Customer Loyalty, Supply Chain Excellence, and Business Growth – Jackson, MI – Drive Innovation, Optimize Operations, and Elevate Client Experience

About brighthush

brighthush is more than a name in the bakery world; it is a living legacy of flavor, innovation, and partnership that has spanned over a century. As a global leader in bakery manufacturing and ingredient distribution, we blend time‑honored traditions with cutting‑edge technology to empower our customers—bakery owners, food manufacturers, and retailers—to grow their businesses and delight their own customers. Our family‑owned culture means that every employee is a stakeholder in our success, and we invest heavily in their growth, well‑being, and professional development. At brighthush, we don’t just produce ingredients; we cultivate relationships, nurture careers, and set industry standards for quality and service.

Why brighthush?

When you join brighthush, you become part of a mission that transcends the kitchen. We are committed to sustainability, community impact, and continuous innovation. Our employees enjoy a collaborative environment where ideas are heard, and career paths are built on mentorship, learning, and real‑world impact. Whether you’re working from our Jackson, MI headquarters or from home, you’ll find a culture that values work‑life balance, celebrates diversity, and rewards excellence.

Role Overview

We’re seeking an experienced Senior Customer Success & Order Processing Lead to become the frontline champion for our valued partners. In this hybrid role based in Jackson, MI, you will bridge the gap between our sales team and the operational backbone of our supply chain. Your mission is to ensure that every customer interaction is seamless, efficient, and exceeds expectations. You will own account management, troubleshoot complex issues, and collaborate with cross‑functional teams to deliver a best‑in‑class experience that keeps our partners loyal and satisfied.

Key Responsibilities

• Account Ownership: Manage a portfolio of house accounts, maintaining open lines of communication through regular check‑ins, order updates, and proactive service alerts.
• Order Processing & E‑Commerce: Oversee the entire order lifecycle, from entry to fulfillment, ensuring accuracy and timeliness across all channels.
• Issue Resolution: Own complex customer concerns, leveraging your knowledge and cross‑team insights to resolve issues within established guidelines while maintaining professionalism.
• Escalation Management: Mentor and support CSR I’s, providing training and hands‑on guidance on troubleshooting and escalation procedures.
• Credit & Returns: Process credit authorizations and return requests, coordinating approvals, documentation, and alignment with finance and operations.
• Supply Chain Collaboration: Work closely with transportation, warehouse, and production teams to adjust delivery schedules, communicate delays, and provide alternative solutions to customers.
• CRM & ERP Utilization: Enter and maintain customer leads, sample requests, and order data in Salesforce and SAP, ensuring data integrity and compliance.
• Cross‑Functional Coordination: Serve as a subject‑matter expert for all brighthush‑facilitated platforms, collaborating with marketing, product, and logistics to enhance the customer journey.
• Continuous Improvement: Identify process gaps, propose solutions, and participate in initiatives that elevate operational excellence and customer satisfaction.
• Additional Duties: Perform any other responsibilities assigned by Customer Success management to support the team’s success.

Essential Qualifications

• High school diploma or GED (required).
• Minimum of 3 years of customer service experience in an office or professional environment, with a proven track record of issue resolution.
• Experience in supply chain or distribution support is highly desirable.
• Strong problem‑solving skills, with the ability to analyze complex situations and develop actionable solutions.
• Detail‑oriented mindset, capable of multitasking and working independently in a fast‑paced environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Comfortable working in a hybrid setting, with a commitment to being present in the brighthush Home Office in Jackson, MI, three days per week.
• Physical capability to lift or move up to 25 pounds and to sit or walk throughout the day.

Preferred Qualifications

• Experience with Salesforce or a comparable Customer Relationship Management (CRM) platform.
• Familiarity with SAP or another Enterprise Resource Planning (ERP) system.
• Prior exposure to the bakery or food manufacturing industry.
• Certifications in customer service, supply chain, or related fields.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and data‑driven decision‑making abilities.
• Effective time management and organizational skills.
• Collaboration and teamwork across multiple departments.
• Adaptability to changing priorities and business needs.
• Proficiency in Microsoft Office Suite and data entry tools.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Senior Customer Success Representative, you will:

• Gain exposure to end‑to‑end supply chain operations, positioning you for future roles in operations, logistics, or sales enablement.
• Participate in mentorship programs that pair you with senior leaders across the organization.
• Access tuition assistance and educational resources to pursue certifications or advanced degrees.
• Be part of cross‑functional projects that drive innovation and process improvement.
• Advance into supervisory or managerial tracks within Customer Success or related functions.
• Engage in leadership development initiatives that prepare you for executive roles.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy culture where every voice matters. Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll find a supportive environment that values work‑life balance, continuous learning, and a shared commitment to excellence. We celebrate diversity, champion equity, and encourage every team member to bring their authentic self to work.

Compensation, Perks, and Benefits

While the base salary for this role ranges from $50,470 to $75,710, you’ll also have the opportunity to earn performance‑based bonuses. In addition to competitive pay, brighthush offers:

• 401(k) plan with company match.
• Paid company holidays and paid time off.
• Comprehensive health, dental, and vision coverage.
• Employee wellness programs and financial planning resources.
• Professional development budget and tuition assistance.
• Employee recognition and reward programs.
• Flexible work arrangements and hybrid work policy.
• Access to cutting‑edge technology and tools to streamline your workflow.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family. We look forward to exploring how your skills and passion can help us continue to delight our customers and drive industry innovation.

Apply to this job at brighthush

Closing

At brighthush, we don’t just build products; we build relationships, careers, and a legacy of excellence. If you are a proactive, customer‑focused professional who thrives in a dynamic environment and is eager to grow with a global leader in the bakery industry, we encourage you to apply today. Join us and help shape the future of bakery success—one customer at a time.