Customer Success Representative

Job Title                                         CUSTOMER SUCCESS REPRESENTATIVE

Department                                  Customer Service & Success

Location                                          899 Montreal Circle, St. Paul, MN, 55102 [hybrid]

Reports to                                      Sr. Manager, Customer Service & Success

Schedule                                 40 hours per week, Mon-Fri, (3 days in office - 2 days remote)

Salary                                       $50,000 - $56,000 per year [depending on experience]

Specific compensation is determined based on experience, qualifications, location, and internal equity considerations.

Annual Incentive Pay             5% target of earned base salary

Benefits Offered                      Health Insurance (medical, dental, vision), Life Insurance, Disability Insurance, 401(k) with employer match, Paid Time Off

Position Summary

The Customer Success Representative (CSR) provides a high-quality customer experience by accurately processing orders and supporting customer inquiries. This role focuses on learning NCCO systems, processes, and product offerings while executing core tasks with guidance to ensure timely and accurate order fulfillment.

Primary Focus: Executes with accuracy
Scope: Task-based with guidance
Impact: Supports team efficiency and foundational customer experience

Essential Duties and Responsibilities

• Receive, validate, and process customer orders accurately
• Ensure compliance with pricing, terms, and required documentation
• Provide order updates, tracking, and proactive communication to customers
• Monitor open orders and identify potential risks or delays
• Collaborate cross-functionally with Sales, Operations, Shipping, and Accounting
• Resolve customer inquiries and support issue resolution
• Maintain accurate records and documentation
• Support onboarding and account setup activities
• Contribute to a positive customer experience and team environment

Level-Specific Expectations

 Scope & Ownership:

• Executes assigned tasks with guidance
• Supports team workflows rather than owning them

Decision Making:

• Follows established processes and SOPs
• Escalates issues appropriately

Customer Interaction:

• Provides timely and accurate responses
• Builds foundational communication skills

Problem Solving:

• Identifies issues and escalates for support
• Learns systems, processes, and product knowledge

Qualifications/Skills/Abilities

To perform this job successfully, an individual must be able to perform all essential duties and responsibilities satisfactorily. The success attributes below are representative of the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required
• Associate or bachelor’s degree preferred
• Course of study in Accounting, Supply Chain, or Business Management strongly preferred

Success Attributes

• Passion for delivering high-quality service and exceeding expectations
• Positive, dependable, and self-motivated
• Adaptable and able to manage changing priorities
• Strong attention to detail with consistent follow-through
• Effective verbal and written communication skills
• Exercises sound judgment and decision-making
• Responsive and collaborative with internal partners and customers
• Demonstrates integrity and accountability
• Eager to learn and adopt new tools and technologies
• Proficient in Microsoft Word and Excel
• Learns systems, processes, and product knowledge quickly
• Follows established processes with consistency
• Seeks guidance when needed and applies feedback effectively
• Maintains focus on accuracy and task completion
• Builds confidence in communication and customer interaction