Customer Success

Job Title: Customer Success

Department: Sales

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.

· Continuous Improvement & Development

· 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.

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.