Customer Success Representative

Job Summary:
The Customer Success Representative (CSR) will help grow and manage a portfolio of eCommerce and remote safety service customers nationwide within Thompson Safety’s Digital Safety Services team. This is a high-impact role designed for individuals who are driven by building strong B2B relationships, executing sales growth through their book of business, and keeping billing, scheduling, and order fulfillment running smoothly through proactive account management. The ideal candidate is highly organized, detail oriented, and thrives on owning their workload from start to finish.

Supervisory Responsibilities:

• N/A

Essential Job Functions:

• Deliver high-touch customer engagement that builds long-term loyalty, drives sales and provides a world-class digital ordering experience.
• Proactively engage assigned accounts via outbound phone, email, and virtual meetings to strengthen relationships and grow the existing book of business.
• Manage account activity using a CRM, logging all activity and opportunities.
• Conduct outbound sales calls to expand account penetration, introduce product lines, and grow customer engagement.
• Onboard new accounts and customer sites into our digital platforms (e-commerce store and SafetyWorks remote safety services subscription).
• Manage recurring and order-based billing, invoicing and crediting through an ERP, meeting monthly billing deadlines.
• Coordinate order fulfillment with Purchasing and Warehouse teams, including inventory transfers and timely shipment of customer orders.
• Schedule and coordinate subcontractor installs and service, keeping customers and internal teams informed.
• Work with customers to understand their product purchasing needs, source appropriate items from our vendors, and build competitive quotes for customers to grow their existing business with Thompson Safety.
• Collaborate with internal stakeholders including Purchasing & Accounts Receivable to manage product shipment dates/delivery expectations and ensure timely invoicing and issue resolution.
• Monitor customer activity and identify trends or gaps in ordering behavior to drive sales and create a better ordering experience for customers.
• Work closely with the eCommerce manager to develop the eCommerce platform to better serve our customer base.
• Performs other related duties as assigned.

Experience & Qualifications:

• Bachelor’s degree in Business, Communications, or a related field required.
• Exceptional attention to detail and accuracy, especially with billing, invoicing, and order information.
• Proven self-starter who takes ownership of their work and follows through without needing reminders.
• Strong time management skills with a track record of meeting recurring deadlines while balancing customer needs.
• Excellent organizational skills with the ability to manage multiple priorities independently.
• Experience in customer service, billing, and/or entry level sales.
• Ability to connect with customers and motivation to help them solve their first aid, safety & fire protection needs.
• Experience working with CRM, ERP and eCommerce systems such as Sage 300, Uptick, or WooCommerce (Preferred)
• Adequate skills with Microsoft products like Outlook/Email, Teams, Excel.
• Comfortable working in a fast-paced, goal-driven environment
• Team player, willing to go above and beyond to achieve success with your location and the company overall
• A valid driver’s license and ability to pass a drug and background check

Physical Requirements:

• Prolonged periods of sitting at a desk, talking on the phone, attending virtual online meetings, and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Regularly required to stand, walk, talk, hear and have full use of hands. The employee is occasionally required to sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to safely work from a ladder, and in some case, a man-lift.
• Must be able to operate a motor vehicle and travel when needed.

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.