Job Description

Technical Customer Success Representative

CleanMark Labels has been an innovator in high-performance labels for over 40 years. Industry-leading tech companies like Intel, Johnson & Johnson, Merck, and Pfizer depend on CleanMark’s expertise to design and produce the labels that keep their cutting-edge processes running smoothly.

We’re proud to design and produce labels that support high-impact scientific research and technology development in the semiconductor, pharmaceutical, medical device, and other high-tech sectors. And, we empower CleanMark team members to reach similar heights in their own careers by providing regular opportunities for professional development, on-the-job learning, and cross-department collaboration.

Job Overview

We are seeking a Customer Success Representative (CSR) with strong, comprehensive operating systems background and excellent communication skills to provide exceptional service and manage customer inquiries and order processing across multiple communication channels. This role combines transactional tasks (e.g., processing orders, shipping updates) with strategic elements like building strong customer relationships and identifying opportunities for upselling or cross-selling. You will collaborate closely with internal teams to resolve issues, ensure timely responses, and deliver an outstanding customer experience. The ideal candidate thrives in a fast-paced environment, excels at managing competing priorities, and is eager to contribute to our customer success strategy.

Key Responsibilities:

Customer Service & Relationship Building

Serve as the primary contact for customer inquiries via email, phone, and online portals, ensuring timely and professional responses.
Manage new orders, revisions, cancellations, and shipping requests, providing updates and tracking information as needed.
Address and resolve customer issues proactively, including material shortages, shipment discrepancies, or account inquiries.
Foster strong relationships with customers by understanding their needs and providing tailored solutions.

Order Management & Internal Coordination

Process and track purchase orders (POs), including handling shipping changes and scheduling adjustments (pull-in/push-out requests).
Coordinate with internal teams (shipping, production, and accounting) to ensure smooth order fulfillment and resolve any issues quickly.
Maintain accurate records within the CRM system (Zoho or Salesforce) to support efficient communication and data integrity.
Provide actionable feedback from customer interactions to help improve processes and service delivery.

Inside Sales & Opportunity Development

Respond to new opportunities from existing customers, partners, and prospects, ensuring timely follow-up and thorough engagement.
Collaborate with the technical services team to align customer requirements with CleanMark’s solutions, providing insights that help tailor our offerings.
Assist the sales team by identifying potential upsell and cross-sell opportunities based on customer needs and interactions.
Stay informed on customer activities and project requirements, helping to anticipate new business opportunities that align with CleanMark’s capabilities.

Multi-Channel Communication & Reporting

Manage communication across various platforms, including email, phone, chat, and online customer portals.
Actively participate in team meetings to share insights, discuss challenges, and contribute to process improvements.
Prepare and distribute relevant reports, such as order forecasts, consignment summaries, and project status updates.
Maintain up-to-date CRM records to ensure data accuracy and enable effective collaboration with internal teams.

Who We’re Looking For:

The ideal candidate is an experienced, customer-focused professional who is skilled at problem-solving and thrives in a dynamic environment. We are looking for someone who is:

Customer Service-Oriented: You have a background in customer support or account management, enjoy helping others, and are dedicated to delivering an excellent customer experience.
Adaptable and Tech-Savvy: You are comfortable with CRM systems (e.g., Zoho, Salesforce) and can quickly learn new software tools, staying flexible in a changing environment.
Detail-Oriented and Organized: You’re able to manage multiple details and keep CRM records clean, accurate, and up-to-date.
A Strong Communicator: You’re clear and professional in your communication across different channels, working well with both customers and internal teams.
Proactive Problem Solver: You anticipate customer needs and take initiative to resolve issues before they escalate.
Industry-Aware: Experience in manufacturing, distribution, or B2B environments is a plus, especially if you’re familiar with technical products or regulated industries like cleanroom or medical device manufacturing.
Growth-Oriented: You’re eager to learn about inside sales and customer success, with a desire to grow in your role and contribute to CleanMark’s ongoing success.

Qualifications:

Bachelor’s degree or equivalent experience in business, customer service, or related fields.
1-2 years of experience in customer support, order management, inside sales, or a similar role.
Strong communication skills, with a track record of managing customer interactions across multiple channels.
High level of proficiency in CRM systems (e.g., Zoho, Salesforce) and familiarity with order management software.
Ability to prioritize and manage multiple tasks efficiently in a fast-paced environment.
Proven problem-solving skills, with strong attention to detail and follow-through.
Local Portland/Vancouver applicants only, or those who are relocating to this area

What We Offer: