What are the responsibilities and job description for the Customer Success Representative position at Ultrafabrics?
About the Company
If you’re passionate about future-focused innovation and joining a team where your ideas are valued and your skills are honed, we invite you to join Ultrafabrics as we reshape the world of high-tech performance fabrics. At Ultrafabrics, we combine high-performance, comfort, and sustainability to support the visions of leading designers and manufacturers in over 10 global industries.
About the Role
We are seeking a Customer Success Representative who brings strong textile industry knowledge, exceptional communication skills, and a leadership mindset. This role requires someone who collaborates easily with a team while also working independently with confidence and accountability. As a key link between Ultrafabrics and our customers, you will represent our premier brand through professionalism, accuracy, and service excellence. Customers rely on us to make their jobs easier by providing clear, reliable information, supporting accurate and timely order management, including the handling of international orders and shipping, and delivering thoughtful, white-glove support. This is not a sales position and does not include sales quotas—you are our best sales tool, representing Ultrafabrics through expertise, responsiveness, and strong customer relationships.
Responsibilities
- Provide high-level customer support for assigned accounts, delivering consistent and professional white-glove experience
- Process customer orders accurately and efficiently, including order entry, delivery updates, and follow-through
- Provide shipment tracking and proactively address service-related issues in a timely and solutions-oriented manner
- Communicate effectively with customers, sales representatives, and internal teams via phone and email
- Monitor email inquiries throughout the day to ensure prompt, accurate responses
- Manage inbound and outbound phone communications related to order status, stock availability, and issue resolution
- Work closely with shipping and purchasing teams to support smooth execution and on-time delivery
- Resolve customer complaints, discrepancies, or errors with professionalism, empathy, and attention to detail
- Participate in team meetings and support a collaborative, accountable team environment
- Lead by example by sharing knowledge, supporting teammates, and upholding service standards
Qualifications
- Experience in the textile or materials industry
- Strong understanding of customer service operations, order management, and logistics workflows
- Demonstrated ability to work independently while contributing effectively within a team
- Experience mentoring, training, or supporting team members is preferred
- Excellent verbal and written communication skills
- Strong organizational skills with the ability to prioritize in a fast-paced environment
- Detail-oriented with proven problem-solving capabilities to meet customer satisfaction
- Commitment to accuracy, accountability, and continuous improvement
- Ability to anticipate customer needs and follow through
- Strong interpersonal and relationship-building skills