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Nelson Miller Group · 22 hours ago

Customer Success Representative

Troy, VA

Contract

Onsite

Mid Level

3+ years exp

Nelson Miller Group (NMG) is a dynamic leader in custom-engineered human-machine interface solutions. They are seeking a detail-oriented Customer Success Representative to act as the primary point of contact for customers, providing proactive support and ensuring a best-in-class customer experience throughout the order process.

ManufacturingPlastics and Rubber ManufacturingProduct Design

No H1B

U.S. Citizen Only

Responsibilities

Act as a dedicated liaison between NMG and our customers, building strong, trust-based relationships

Proactively anticipate customer needs, provide timely support, and ensure a best-in-class customer experience

Serve as the customer's voice internally, advocating for their needs and driving high levels of satisfaction

Accurately enter and confirm customer orders, verifying specifications and adherence to timelines

Provide customers with detailed information on order status, estimated delivery schedules, and product information (including service contracts/warranties)

Work closely with the Production and Shipping teams to manage customer shipments, expedite urgent orders, and resolve any delivery issues

Manage open order reports and maintain accurate records using various Excel spreadsheets and our ERP/MRP system

Effectively handle all customer inquiries, issues, and RMA (Return Material Authorization) requests, conducting thorough investigations to implement appropriate and timely solutions

Collaborate with the Business Development team to ensure a swift response to all customer needs, assisting with sales order tracking and processing

Potentially participate in customer visits to better understand their needs and promote product/service solutions

Qualification

Customer Relationship ManagementERP/MRP systemsMicrosoft Office SuiteProblem-solvingOrganizational skillsAnalytical abilitiesVerbal communicationWritten communicationAttention to detailTime management

Required

Minimum of 3–5 years of experience in a customer service, inside sales, or related role, ideally within a manufacturing or technical environment

High school diploma, GED, or equivalent is required

Strong proficiency in Microsoft Office Suite (especially Excel, Word, and PowerPoint)

Experience using ERP/MRP systems for order entry and tracking is essential; experience with Epicor is a significant advantage

Exceptional verbal and written communication skills

Strong organizational skills, attention to detail, and focus on accuracy

Proven ability to build and maintain robust customer relationships

Excellent problem-solving, time management, and analytical abilities

Due to compliance requirements, this position requires candidates to be a U.S. Citizen, Permanent Resident Alien, or Protected Individual per 8 U.S.C. 1324b(a)(3)

All candidates considered for hire must pass a pre-employment background check