Customer Success

Location 10531 Dalton Ave NE,Monticello, MN, 55362-8414,United States Base Pay $26.00 - $35.00 / Hour Description Job Title: Customer Success Salary: $26-$35 / hour At Suburban Manufacturing Group, we believe great companies are built by great people. That’s why we’re committed to creating a workplace where employees feel valued, supported, and proud to be part of the team. We’re proud to be a Star Tribune Top Workplace for two consecutive years, reflecting our people-first culture built on collaboration, continuous improvement, and doing what’s right for our customers and each other. The Customer Success Representative plays an important role in delivering a reliable, positive customer experience at Suburban Manufacturing Group. As a key point of contact for order-related needs, this position works closely with customers and internal teams to ensure orders are processed accurately, communicated clearly, and delivered as expected. You’ll collaborate across Sales, Operations, Production, Scheduling, Quality, Engineering, Accounting, and Shipping to coordinate solutions, resolve issues, and keep customer commitments on track. This role is ideal for someone who is organized, detail-oriented, responsive, and comfortable working across multiple teams. As you build knowledge of our products, customers, systems, and processes, you’ll have opportunities to contribute to process improvements, customer feedback initiatives, cross-training, and broader responsibilities. Key Responsibilities Customer & Order Management Serve as a primary point of contact for customer order-related questions and requests. Monitor shared order inboxes and incoming calls, prioritize requests, and route inquiries to the appropriate resource. Accurately enter, validate, and maintain customer orders, including customer, product, quantity, pricing, payment, shipping, and delivery information. Review purchase orders against approved quotations, contracts, and system information and resolve discrepancies before orders are released. Process order acknowledgements and approved order changes while clearly communicating impacts to pricing, availability, quantities, and delivery timing. Provide timely order-status updates and proactively communicate delays, changes, and shipment-critical information. Process standard returns and RMAs in accordance with established procedures. Coordinate routine freight requests, shipping instructions, estimates, and applicable charges. Complete customer and supplier portal transactions accurately and within established deadlines. Cross-Functional Support Partner with internal teams to support efficient order flow, on-time delivery, issue resolution, and a consistent customer experience. Coordinate expedite requests and work with appropriate teams to communicate feasibility, timing, and associated costs. Maintain accurate ERP, CRM, and customer records, including orders, commitments, notes, and communication history. Escalate nonstandard, high-risk, or unresolved issues appropriately and support resolution through effective follow-up. Ensure documentation and system information remain accurate and up to date. Conduct customer survey outreach and accurately capture feedback for review and follow-up. Support customer scorecard investigations and coordinate internal follow-up on identified issues. Assist with CRM cleanup, mass requotes, quote maintenance, and other administrative activities as assigned. Identify recurring customer or process issues and recommend practical improvements. Participate in cross-training and knowledge-sharing opportunities. Contribute to improvement initiatives, special projects, and other team priorities as workload allows. Growth & Development Develop a strong understanding of the end-to-end customer order process. Build knowledge across SMG’s brands, products, systems, and customers. Identify opportunities to improve customer service and internal processes. Develop the ability to monitor service metrics, recognize trends, and communicate priorities and risks. Support cross-training and knowledge sharing across the team. Demonstrate readiness for broader coordination and leadership responsibilities through consistent performance, initiative, and collaboration. Requirements What We're Looking For 2+ years of customer service, order management, sales support, or administrative experience; manufacturing or industrial experience preferred. Strong verbal and written communication skills with the ability to interact professionally with customers, vendors, and internal teams. Excellent organizational skills and the ability to manage multiple priorities and deadlines in a fast-paced environment. Strong attention to detail and a commitment to accuracy. Experience with sales orders, purchase orders, returns, freight requests, or shipping documentation preferred. Proficiency with Microsoft Office, including Outlook, Excel, and Word. Experience with ERP/MRP, CRM, and customer portal systems preferred. Strong problem-solving skills and the ability to exercise sound judgment. Ability to work independently while collaborating effectively across departments. Knowledge of manufacturing, production scheduling, shipping, or supply chain processes is a plus. Demonstrated initiative and a desire to develop skills in process improvement, coordination, and future leadership opportunities. Key Skills & Attributes Customer Focus: Builds trust and follows through on customer needs and commitments. Organization: Keeps priorities, details, and deadlines on track. Communication: Provides clear, timely, and professional information. Problem Solving: Takes ownership and works toward practical solutions. Collaboration: Works effectively across departments and understands the importance of teamwork. Attention to Detail: Ensures orders, documentation, and customer information are accurate. Curiosity: Asks questions, learns the business, and looks for opportunities to improve. Initiative: Takes action, identifies opportunities, and contributes beyond the immediate task. Summary Our Values Curiosity: We continuously learn, ask questions, and challenge the status quo. Can-Do Attitude: We approach challenges with confidence, creativity, and a willingness to take action. Commitment: We follow through on our commitments to our customers, coworkers, and the quality of our work. Craftsmanship: We take pride in what we do and strive to exceed expectations. Collaboration: We work together, share knowledge, and define success collectively. Working Conditions This position involves prolonged periods of sitting at a desk and working on a computer, along with regular interaction with customers and internal teams. Suburban offers a variety of other benefits for full time team members. These include: Health, Dental, and Vision insurance coverage for yourself and/or dependents. We provide three health insurance options from which to choose, eligible the 1st of the month following 30 days of employment. Every employee is eligible to receive up to $25,000 of Life Insurance and $25,000 of Accidental Death and Dismemberment insurance, Long-Term Disability Insurance, paid holidays, and paid bereavement leave – at no cost to the employee. Suburban’s 401(k) plan provides eligible employee’s pre-tax deferral contributions and after-tax Roth contributions. In addition, the company provides matching funds per pay period and other contributions, subject to allocation and vesting requirements, in accordance with the Summary Plan Description. SMG offers a wide variety of customizable benefits plans including supplemental insurance, pre-paid legal, identity theft protection, short term disability, hospitalization, and critical illness coverage. If you’re someone who enjoys building relationships, solving problems, staying organized, and keeping things moving, we’d love to hear from you. Join the team at Suburban Manufacturing Group and help us deliver an experience our customers can count on. #J-18808-Ljbffr