Senior Customer Success Specialist – Order Processing & Supply Chain Excellence – Champion Customer Delight & Continuous Improvement at brighthush

About brighthush

brighthush is a global leader in bakery manufacturing and ingredient distribution, turning everyday baking into an art form that delights consumers worldwide. With a heritage rooted in family values and a forward‑looking vision, brighthush has become the partner of choice for bakeries, foodservice providers, and retailers seeking reliable ingredients, innovative solutions, and unparalleled customer support. Our mission is simple: empower our customers to grow their businesses through research‑driven insights, cutting‑edge technology, and a culture of continuous improvement.

Why brighthush?

At brighthush, people are at the heart of everything we do. We cultivate a collaborative, inclusive environment where creativity is encouraged, professional growth is nurtured, and every voice is heard. Our investment in people is reflected in comprehensive learning programs, mentorship opportunities, and a robust benefits package that supports health, financial security, and work‑life balance. If you’re looking for a role that blends customer service excellence with supply‑chain strategy, brighthush offers the platform to thrive and make a tangible impact on the industry.

Position Overview

As a Senior Customer Success Specialist at brighthush, you will be the first line of support for our valued customers and the bridge between sales, operations, and logistics. Your mission is to ensure seamless order processing, proactive communication, and rapid resolution of complex issues—all while upholding the highest standards of professionalism and service quality. You will own key accounts, mentor junior team members, and collaborate with cross‑functional teams to deliver a best‑in‑class customer experience that keeps our partners coming back.

Key Responsibilities

• Account Ownership & Strategic Communication: Manage a portfolio of high‑value house accounts, maintaining regular check‑ins, order updates, and proactive notifications about shortages or supply delays. Build lasting relationships that translate into customer loyalty and repeat business.
• End‑to‑End Order Processing & E‑Commerce Excellence: Oversee the entire order lifecycle, ensuring accuracy, timely fulfillment, and optimal use of our e‑commerce platform. Resolve discrepancies, coordinate with warehouse and logistics, and guarantee on‑time delivery.
• Complex Issue Resolution & Escalation Management: Resolve intricate customer concerns by leveraging cross‑functional insights or taking ownership to drive solutions within established guidelines. Serve as the voice of the customer in internal improvement initiatives.
• Credit, Return, and Financial Accuracy: Process return authorizations, manage credit requests, and coordinate approvals while documenting all actions for audit and compliance. Ensure financial accuracy and customer satisfaction.
• Cross‑Functional Collaboration & Stakeholder Alignment: Work closely with Sales, Transportation, Warehouse, and IT teams to troubleshoot issues, update delivery schedules, and communicate territory changes. Serve as the liaison that keeps all stakeholders aligned.
• CRM & ERP Mastery: Enter and maintain customer leads, sample requests, and order data in Salesforce; utilize SAP or equivalent ERP systems for accurate inventory and billing records. Maintain data integrity and audit readiness.
• Mentorship & Team Development: Coach and develop Customer Service Representative I’s, providing hands‑on training, troubleshooting guidance, and performance feedback. Foster a culture of continuous learning.
• Process Improvement & Innovation: Identify bottlenecks, propose process enhancements, and champion continuous improvement initiatives across the customer journey. Translate data insights into actionable change.
• Compliance & Documentation Excellence: Ensure all customer interactions, approvals, and documentation adhere to internal policies and regulatory requirements. Maintain meticulous records for audit purposes.
• Additional Duties: Perform any other responsibilities assigned by Customer Success management to support business objectives and drive operational excellence.

Essential Qualifications

• High school diploma or GED (required).
• Minimum of 3 years of professional customer service experience in an office setting, with a proven track record of issue resolution.
• Experience in supply‑chain, distribution, or logistics support is highly desirable.
• Strong analytical and problem‑solving skills, with the ability to think critically under pressure.
• Detail‑oriented, organized, and capable of managing multiple priorities independently.
• Excellent verbal and written communication skills, with a customer‑centric mindset.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and a willingness to learn new technologies.
• Physical ability to lift or move up to 25 pounds and to sit or walk throughout the day.

Preferred Qualifications

• Hands‑on experience with Salesforce or another Customer Relationship Management (CRM) platform.
• Familiarity with SAP or other Enterprise Resource Planning (ERP) systems.
• Previous exposure to transportation or logistics coordination.
• Experience mentoring or training junior staff.
• Knowledge of the bakery or food‑distribution industry.

Skills & Competencies

• Customer‑first attitude with a passion for service excellence.
• Strong interpersonal skills, capable of building rapport with diverse stakeholders.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Data‑driven decision making and a knack for process optimization.
• Time‑management skills that ensure deadlines are met without compromising quality.
• Team player who thrives in collaborative, cross‑functional settings.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a structured development framework. You’ll have access to:

• Leadership training programs that prepare you for future managerial roles.
• Cross‑departmental projects that broaden your skill set and industry knowledge.
• Tuition assistance and professional certification sponsorships.
• Mentorship from senior leaders who are committed to your success.
• Clear performance metrics that align with promotion pathways.
• Opportunities to lead process improvement initiatives and influence company‑wide best practices.

Work Environment & Culture

Our hybrid model blends the best of in‑office collaboration with flexible remote work. You’ll be required to be present at the brighthush Jackson, MI office three days a week, while enjoying the autonomy of working from home on other days. The culture at brighthush is built on transparency, innovation, and a shared commitment to customer delight. We celebrate achievements, encourage open dialogue, and foster a sense of belonging across all levels. Our inclusive environment ensures that every team member feels empowered to contribute ideas and drive change.

Compensation & Benefits

While the base salary range for this role is $50,470–$75,710, you’ll also be eligible for performance‑based bonuses that reward your contributions to customer satisfaction and operational excellence. In addition, brighthush offers a comprehensive benefits package that includes:

• Competitive health, dental, and vision insurance plans.
• Generous 401(k) program with company matching.
• Paid time off, holidays, and flexible scheduling.
• Employee wellness initiatives, including gym memberships and mental health resources.
• Employee assistance programs and financial wellness tools.
• Recognition programs that celebrate outstanding performance.
• Professional development stipend and access to industry conferences.

How to Apply

If you’re ready to bring your customer‑service expertise, supply‑chain insight, and passion for baking innovation to a dynamic, growth‑oriented team, we encourage you to apply today. Join brighthush and help shape the future of the bakery industry while advancing your own career.

Ready to take the next step? Click the link below to submit your application and become part of the brighthush family.

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brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status. If you need accommodation for any part of the hiring process due to a disability, please email [email protected].