Position Description
The Customer Success Specialist I (CCS1) are stewards of long-term customer relationships. These roles are not transactional order-entry positions. While order processing and system work are important, the primary purpose of this role is to help customers succeed — by understanding their business, anticipating needs, introducing new products and solutions, and serving as a trusted partner who helps drive customer growth and retention. The CCS1 displays a professional image of the company and provides a comprehensive service in a high performance, customer-focused environment with respect to Customer Care procedures. CCS1 is directly tied to customer satisfaction, revenue growth, and achievement of the company’s annual operating plan. This role is expected to adhere to all company policies and safety protocols.
Role Summary
Customer Success Specialist 1 (CCS1) is an entry-level role focused on learning the R.S. Hughes business, systems, and customer base while building foundational relationships and product knowledge. This position offers the opportunity to gain deep exposure to the business and creates pathways for both lateral and upward career growth. We take great pride in promoting from within.
Key Competencies Required to be Successful as a Customer Care Specialist I
- Maintain professional, timely and effective communication with customers and team members.
- Serve as the primary point of contact and relationship steward for assigned customer accounts.
- Process requests through to completion: Order Entry, Order Status updates, quotes, and customer inquiries.
- Own the entire order lifecycle and customer experience through to resolution.
- Demonstrate ability in using modern technology (including AI, automation, and digital tolls) to improve customer experience, speed, and accuracy.
- Actively identify opportunities to upsell and cross-sell core R.S. Hughes product categories and solutions.
- Partner closely with Field Sales, National Accounts, Operations, and Supply Chain teams.
- Build deep, durable customer relationships through proactive communication, knowledge of customer applications, purchasing behaviors and growth opportunities.
- Build knowledge toward becoming a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
- Exhibit problem solving and independent decision-making abilities.
- Use data, order history, and customer insights to make informed recommendations.
- Demonstrate ability and willingness to take on additional responsibilities.
- Communicate with management team on a regular basis to ensure all Key Performance Indicators (KPI) are being met.
- Other job duties as assigned.
Education/Certification/Licenses
- High School Diploma or GED equivalent required, Bachelor's degree in business or related field preferred.
- Minimum 0-2 years of experience in a B2B customer service or phone-based support, or in Customer Service Field, Call Center.
- Minimum of 0-2 years’ experience of data entry.
Skills That Will Make You Successful
- Previous experience in a customer focused environment.
- Proficient in Microsoft applications.
- Ability to navigate multiple systems simultaneously.
- Order to invoice experience in B2B environment.
- Proficient communication (written and verbal) and interpersonal skills.
- Strong organizational, analytical, problem solving, and decision-making abilities.
- Proficient skills in Excel and data management.
- Support an inclusive and positive culture.
- The ability to work independently and with others in a changing environment.
- An effective team player with drive.
- Desire for continuous learning and professional growth.
- Experience working with an ERP system, order management software, or similar tools.
- Ability to work in a high-volume, fast-paced, deadline-driven environment with strong attention to detail
Target Base Compensation range for this exempt role is $24- $26/ hour DOE.
This is a Full-Time position, eligible to participate in the Company’s benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).
