CUSTOMER SUPPORT ASSOCIATE

Position Type: Full-time, On-site Compensation: Starting pay is $20.00 per hourKey ResponsibilitiesCustomer TouchpointsServe as a primary point of contact for Orbus customers, delivering timely, accurate, and professional support via phone, live chat, email, and other communication channels, with an emphasis on increased telephone interaction. Inquiry ManagementProvide assistance with customer inquiries including, but not limited to, quotes, order placement, product questions, pricing, and general account support. Order EntryAccurately enter, update, and manage customer orders and order changes, ensuring completeness, correctness, and adherence to internal processes and timelines. Systems & SoftwareLearn and become proficient in required software and applications, including but not limited to Order Entry ERP, CRM systems, and Case Management tools, to effectively support customer needs. Case ResolutionManage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process. Proactive OutreachProactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction. Internal CollaborationCollaborate with internal teams to resolve issues efficiently and support seamless order fulfillment. Data IntegrityMaintain organized, accurate customer and order records within internal systems. Mission FocusConsistently deliver excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with our Customer Promise Traits & Role RequirementsOrganization & Multitasking

• Demonstrate strong organizational skills, including effective email management to keep drafted orders, cases, returns, and escalations organized for clear communication.
• Complete all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on-time manufacturing.
• Multitask and prioritize workloads in a fast-paced environment while maintaining accuracy and attention to detail. Time Management & Availability
• Maintain consistent availability within company telephone and communication software.
• Achieve a call answer rate KPI of 80% or higher.
• Arrive on time and fully prepared to work at the schedule start time, using time clock to accurate document each shift.
• Manage overtime responsibly, working extra hours only when approved in advance or required during peak seasons.
• Adhere to company attendance policies, keeping unplanned PTO to no more than six occurrences within a rolling 12-month period.
• Submit PTO requests at least forty-eight business hours in advance (two weeks' notice is strongly encouraged). Learning & Engagement
• Actively participate in all required onboarding and ongoing training sessions.
• Take ownership of ongoing learning by asking questions, taking detailed notes, and requesting additional training when needed.
• Apply new knowledge quickly to improve daily performance and elevate the overall customer experience. Quality, Accuracy & Growth Focus
• Deliver high-quality work consistently, maintaining an error rate KPI of 0.25% or better.
• Show accountability and attention to detail in all customer interactions and system entries.
• Proactively reinforce approved go-to-market initiatives and messaging to support client education, increased touch points, up-sell, and cross-sell opportunities. Summary of Daily Focus Areas
• Provide seamless customer communication and technical support.
• Execute precise order processing and management.
• Deliver accurate quotes and effectively communicate product value positioning.
• Resolve returns and service issues with a solutions-oriented mindset.
• Guide clients toward self-service tools while conducting proactive account outreach.

Education & Qualifications: Education A college degree is preferred, or 2+ years relevant experience in a customer-facing or administrative role. Technical savvyAbility to quickly learn and navigate proprietary software systems. Communication StyleStrong verbal and written skills with a professional, confident telephone presence. We are looking for a motivated professional who brings the right mix of communication skills, sharp organization, problem-solving ability, and a customer-first mindset. As part of our hiring process, we ask all interested candidates to complete our Culture Index survey using the link below. There are no right or wrong answers. Your responses help us understand your natural work style, preferences, and strengths so we can create the best possible fit.