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 th...