Customer Success Representative

Orbus Customer Success Representative General Summary The Customer Success Representative at Orbus supports and grows some of our largest and most strategic customer relationships. This role delivers a high-touch, solutions-oriented experience to Key Accounts while driving increased engagement, awareness, and order volume within Key/National and Core Accounts through proactive outreach and targeted marketing messaging. This individual demonstrates professionalism, versatility, dependability, consistently helping customers recognize value and grow their business with Orbus. By providing clear, knowledgeable support across orders, quotes, and account-related inquiries, the Customer Success Representative fulfills our Customer Promise: “You’ll love doing business with us.” In addition to directly supporting Key/National Accounts, this role partners closely with POD team members supporting those accounts to ensure alignment and seamless customer experience, while proactively increasing touchpoints and order volume across Core Accounts. We strongly encourage applications from recent graduates. This is a great opportunity to gain hands-on experience, develop your skills, and grow your career with us. Key Responsibilities Partner with POD team members to serve as a primary point of contact for assigned Key/National Accounts, delivering high-touch, timely, accurate, and professional support via phone and CRM-based email to ensure visibility and continuity Supporting Key/National Account growth and retention by assisting with inquiries including quotes, orders, order changes, product questions, cases, pricing, and general account needs Accurately enter and manage simple orders and simple order changes for Key/National and Core Accounts (e.g., PO number updates, ship date changes) within Orbus’ ERP, following established processes and timelines Develop proficiency in required business systems and tools, including ERP & CRM platforms, and Case Management systems, to support account activity and customer engagement effectively Initiate and resolve simple customer cases independently; escalate or transition more complex cases to Customer Support Associates to ensure timely resolution Proactively communicate with Key/National and Core Accounts regarding order status, updates, promotions, and relevant marketing or product messaging to strengthen relationships and increase engagement Collaborate closely with POD members and internal teams to resolve Key/National Account concerns efficiently and support seamless order fulfillment and account success Execute proactive outreach to defined Core Account segments to increase touchpoints, share valuable product, capability, and service-level information, and encourage retention, repeat orders, and account growth Maintain accurate, organized customer and account records within CRM and internal systems to support data-driven engagement and follow-up Consistently deliver an exceptional customer…