CUSTOMER SUPPORT ASSOCIATE

Customer Support Associate

Orbus, a leading and highly successful visual communications builder and designer of hardware and graphics for the exhibit and display industry, is seeking a Customer Support Associate to join our dynamic team. This is an excellent opportunity for someone looking to initiate and advance their career.

The Customer Support Associate is a key ambassador of Orbus, responsible for delivering exceptional customer experience at every touchpoint. This role ensures that all customer interactions are handled professionally, accurately, and in alignment with our Customer Promise: "You'll love doing business with us."

The ideal candidate is highly organized, personable, and thrives in a fast-paced environment. This individual enjoys multitasking, is flexible in adapting to changing priorities, and manages time efficiently while maintaining attention to detail.

• Position Type: Full-time, On-site
• Compensation: Starting pay is $18.00 per hour, with potential for $20.00 after 90 days

Key Responsibilities

• Customer Touchpoints: Serve 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 Management: Provide assistance with customer inquiries including, but not limited to, quotes, order placement, product questions, pricing, and general account support.
• Order Entry: Accurately enter, update, and manage customer orders and order changes, ensuring completeness, correctness, and adherence to internal processes and timelines.
• Systems & Software: Learn 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 Resolution: Manage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process.
• Proactive Outreach: Proactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction.
• Internal Collaboration: Collaborate with internal teams to resolve issues efficiently and support seamless order fulfillment.
• Data Integrity: Maintain organized, accurate customer and order records within internal systems.
• Mission Focus: Consistently deliver excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with our Customer Promise

Traits & Role Requirements

Organization & 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 savvy: Ability to quickly learn and navigate proprietary software systems.
• Communication Style: Strong 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.