Customer Success Specialist I - Phoenix, Arizona Market

About the role

The Customer Success Specialist I (CCS1) serves as a steward of long-term customer relationships. This role is not transactional; while order processing and system work are important, the primary focus is to help customers succeed by understanding their business, anticipating needs, introducing new products and solutions, and acting as a trusted partner to drive customer growth and retention.

The CCS1 displays a professional image of the company and provides comprehensive service in a high-performance, customer-focused environment. This role is directly tied to customer satisfaction, revenue growth, and achievement of the company’s annual operating plan. Adherence to all company policies and safety protocols is expected.

This is an entry-level role focused on learning the R.S. Hughes business, systems, and customer base while building foundational relationships and product knowledge. It offers deep exposure to the business and creates pathways for both lateral and upward career growth, with a strong emphasis on promoting from within.

Responsibilities

• 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 tools) 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.
• Develop expertise in products and understand each customer's needs to provide 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 the management team regularly to ensure all Key Performance Indicators (KPIs) are being met.
• Perform other job duties as assigned.

Requirements

• High School Diploma or GED equivalent required; Bachelor's degree in business or related field preferred.
• Minimum 0-2 years of experience in B2B customer service, phone-based support, or a Customer Service Field/Call Center.
• Minimum 0-2 years of data entry experience.

Skills

• Previous experience in a customer-focused environment.
• Proficient in Microsoft applications, including Excel and data management.
• Ability to navigate multiple systems simultaneously.
• Order-to-invoice experience in a B2B environment.
• Strong written and verbal communication and interpersonal skills.
• Strong organizational, analytical, problem-solving, and decision-making abilities.
• 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.
• Support an inclusive and positive culture.
• Ability to work independently and collaboratively in a changing environment.
• Effective team player with drive and a desire for continuous learning and professional growth.

Pay

Target base compensation range for this exempt role is $24–$26 per hour, depending on experience.

Benefits

• Paid Time Off.
• Major medical, dental, and vision insurance.
• Company-paid short-term and long-term disability.
• Paid parental leave.
• Various supplemental benefit plans.
• Employee Stock Ownership Program (ESOP).