Customer Success Specialist

Location: Graham, NC
Position Type: Full-Time, Exempt (On-Site)

Why Join Us

We are committed to investing in our people by providing a supportive, team-oriented environment where employees can grow and build long-term careers.

What We Offer

• Medical, Dental, and Vision Insurance (eligible the 1st of the month following 60 days)
• Life Insurance
• Dependent Care Spending Accounts (DCSA)
• Paid Time Off (PTO) and Paid Holidays
• Career growth and advancement opportunities
• Mentorship and professional development
• Collaborative and supportive work environment
• Long-term stability within a growing organization

Position Summary

The Customer Success Specialist is responsible for supporting key customer accounts by ensuring accurate order execution, timely communication, and high-quality service delivery. This role acts as a central point of coordination between customers and internal teams, helping to resolve issues, improve processes, and maintain strong customer relationships.

This position requires strong attention to detail, organization, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Customer Support & Relationship Management

• Serve as a primary point of contact for assigned customer accounts
• Maintain consistent communication to ensure customer satisfaction
• Provide updates on order status, timelines, and issue resolution
• Respond to customer inquiries in a timely and professional manner

Order Management & Coordination

• Process and review customer orders for accuracy
• Coordinate with internal teams to confirm product availability and shipment timing
• Track orders from entry through delivery
• Ensure all order details align with customer requirements

Cross-Functional Collaboration

• Partner with internal departments including operations, warehouse, quality, and transportation
• Communicate customer needs and ensure alignment across teams
• Escalate and resolve issues impacting order fulfillment or service levels

Issue Resolution

• Identify and address service-related challenges proactively
• Investigate discrepancies related to orders, shipments, or inventory
• Work cross-functionally to implement timely solutions
• Ensure clear communication with customers throughout resolution

Process Improvement

• Identify trends in customer issues or service gaps
• Provide feedback to leadership on opportunities for improvement
• Support implementation of process enhancements to improve efficiency and service quality

Reporting & Documentation

• Maintain accurate records of customer interactions and order activity
• Track service performance and key metrics
• Assist in preparing reports related to customer performance and service levels

Required

• 2 years of experience in customer service, account support, or related role
• Strong communication and problem-solving skills
• High attention to detail and organizational ability
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Outlook, Teams)

Preferred

• Experience in manufacturing, distribution, or supply chain environments
• Experience working with ERP or order management systems
• Bilingual (English/Spanish) is a plus

Work Environment & Requirements

• On-site role in a fast-paced operational environment
• Ability to sit, stand, and move between departments as needed
• May require occasional coordination across multiple facility areas

Equal Opportunity Employer Statement

We are an equal opportunity employer and do not discriminate on the basis of age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, genetic information, veteran status, or any other protected status under applicable law.

We are committed to providing equal employment opportunities to all applicants and employees and to fostering an inclusive workplace.

Reasonable accommodations are available for qualified individuals with disabilities, both during the application process and throughout employment, in accordance with applicable laws.