Senior Order Management & Process Optimization Specialist – Customer Service Leader – Remote (Boise, ID) – Champion Data‑Driven Order Excellence at brighthush

About brighthush

brighthush is not just a brand; it’s a movement that reimagines everyday household and pet products through science, sustainability, and a relentless focus on the customer. From pet nutrition to garden care and household essentials, we fuse cutting‑edge research with genuine care to deliver solutions that improve lives. Our DNA is built on curiosity, data‑driven decision making, and an unwavering commitment to delight every family that chooses our products.

Why brighthush?

At brighthush, we believe that great ideas come from great people. That’s why we invest in our people, our processes, and our planet. Here’s what you’ll experience:

• Remote Flexibility with a Connected Culture: Work from your home office while staying in sync with a high‑energy, collaborative team that values innovation and mutual respect.
• Growth‑First Mindset: Structured onboarding, mentorship, and access to thousands of online courses across technology, leadership, and industry expertise.
• Comprehensive Benefits: Medical, dental, vision, life, disability, and a 401(k) plan with company match, plus paid vacation, holidays, and sick leave.
• Diversity & Inclusion: A culture that celebrates every voice and perspective, ensuring that every team member feels seen, heard, and valued.
• Impactful Work: Drive process improvements that reduce costs, elevate customer satisfaction, and accelerate sustainable growth.

Position Overview

As a Senior Order Management & Process Optimization Specialist, you will be the linchpin of our Customer Service team, ensuring that every order is processed flawlessly and delivered on time. Your role blends hands‑on order handling with strategic process improvement, requiring analytical rigor, customer empathy, and cross‑functional collaboration. You will partner with Distribution, Credit, Accounts Receivable, and Sales & Operations Planning to maintain service level agreements, drive operational excellence, and elevate the customer experience.

Key Responsibilities

• Order Processing & Accuracy: Manage high‑volume standard and EDI orders received via telephone, fax, email, and electronic data interchange. Validate order details, resolve discrepancies, and ensure timely invoicing and shipment.
• Customer Interaction: Serve as the primary point of contact for order‑related inquiries and complaints. Resolve issues with professionalism, empathy, and a focus on customer satisfaction.
• Process Improvement: Continuously analyze order‑to‑cash workflows to identify bottlenecks. Propose, test, and implement solutions that enhance accuracy, reduce cycle time, and lower operational costs.
• Audit & Compliance: Support SOX audit controls by conducting weekly self‑and partner‑order audits. Ensure adherence to internal policies, regulatory requirements, and quality standards.
• Cross‑Functional Collaboration: Liaise with Distribution, Credit, Accounts Receivable, and Sales & Operations Planning to resolve issues, share insights, and maintain service level agreements.
• Documentation & Reporting: Maintain detailed records of all customer interactions, order statuses, and process changes. Generate regular reports for management review and continuous improvement.
• Team Leadership & Mentorship: Mentor junior team members, share best practices, and foster a culture of continuous learning and high performance.
• Technology Stewardship: Leverage enterprise systems (SAP, Oracle, AS400) and emerging tools to streamline workflows and enhance data visibility.
• Customer Advocacy: Champion the customer’s voice in cross‑functional initiatives, ensuring that product, logistics, and finance decisions align with customer expectations.

Essential Qualifications

• Minimum 3 years of experience in multi‑product customer service or sales, preferably in a high‑volume, order‑centric environment.
• Proficiency with Microsoft Office Suite (Excel, Outlook) and strong analytical skills to interpret data and drive decisions.
• Hands‑on experience with enterprise systems such as SAP, Oracle, AS400, or comparable platforms.
• Excellent written and verbal communication skills, with a polite, positive, and solution‑oriented phone demeanor.
• Strong attention to detail, goal orientation, and the ability to prioritize tasks under tight deadlines.
• Self‑motivated, able to work independently and as part of a collaborative team.
• Experience with electronic data interchange (EDI) and resolving inbound/outbound order errors.
• Knowledge of SOX audit processes and compliance requirements.
• Familiarity with A+ support or similar technical troubleshooting environments.
• Demonstrated ability to drive process improvements and cost‑effective solutions.

Preferred Qualifications

• Background in consumer products or a related industry.
• Experience leading cross‑functional process improvement projects.
• Advanced knowledge of SAP or Oracle modules relevant to order management.
• Strong project management skills, including the ability to manage multiple initiatives simultaneously.
• Experience with data visualization tools (Power BI, Tableau) to create actionable insights.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Analytical thinker who can diagnose issues quickly and propose effective solutions.
• Technology Savvy: Comfortable navigating multiple software platforms and adapting to new tools.
• Time Management: Ability to juggle multiple orders and tasks while maintaining accuracy.
• Communication: Clear, concise, and professional in all interactions—written, verbal, and digital.
• Team Player: Collaborative spirit that thrives in a cross‑functional environment.
• Continuous Improvement: Proactive in identifying inefficiencies and championing lean principles.
• Data‑Driven Decision Making: Comfortable working with metrics, KPIs, and dashboards to guide actions.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the products we bring to market. We offer:

• Structured onboarding and continuous training programs to sharpen your skills.
• Mentorship from seasoned leaders who are committed to your professional development.
• Access to a library of online courses covering everything from advanced SAP techniques to leadership fundamentals.
• Clear promotion tracks within the Order Management, Customer Service, and Operations teams.
• Opportunities to lead process improvement projects and influence company‑wide initiatives.
• Rotational programs that allow you to explore other functional areas such as Supply Chain, Finance, or Product Development.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.

Work Environment & Culture at brighthush

Our remote work model is designed for flexibility and productivity. You’ll have a dedicated home office setup, reliable technology, and a supportive virtual community. We celebrate:

• Inclusive teamwork that values diverse perspectives.
• Innovation that encourages experimentation and learning from failure.
• Recognition programs that reward outstanding performance and creative problem‑solving.
• Work‑life balance initiatives, including paid parental leave, flexible scheduling, and wellness programs.
• Regular virtual town halls, hackathons, and cross‑functional workshops to foster collaboration.
• Annual in‑person retreats that bring the remote team together for strategy, bonding, and celebration.

Compensation, Perks & Benefits

While specific salary ranges are determined by experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary plus performance‑based incentives.
• Comprehensive medical, dental, and vision coverage.
• Free life and disability insurance.
• Health and dependent care flexible spending accounts.
• 401(k) plan with a 3% company match and discretionary contributions.
• Paid vacation, holidays, and sick leave.
• Employee Assistance Program for mental and financial wellness.
• Discounts on cell phones, movie tickets, gym memberships, and more.
• On‑demand pay options and a referral program with cash bonuses.
• Annual professional development stipend for certifications, conferences, or courses.

How to Apply

Ready to make an impact at brighthush? Submit your resume and a cover letter that highlights your experience with high‑volume order processing, SAP or similar systems, and any process improvement initiatives you’ve led. We’re excited to learn how you can contribute to our mission of delivering exceptional customer experiences.

Join brighthush Today

At brighthush, we believe that great ideas come from great people. If you’re a customer‑service champion who thrives in a fast‑paced, data‑driven environment, we want to hear from you. Apply now and become part of a team that’s redefining the consumer goods landscape—one order at a time.