Customer Success Representative

About the role

Pacific Barcode, a label manufacturer operating in Southern California and Costa Rica, is seeking a Customer Success Representative to own the customer experience for a portfolio of accounts. The role involves qualifying requests, preparing quotes, converting orders, and maintaining proactive communication from order entry through shipment.

Key responsibilities

• Qualify inbound requests and gather specifications such as materials, sizes, quantities, timelines, and application environment.
• Prepare accurate quotes, confirm pricing, lead times, and terms, and follow up on open quotes.
• Convert approved quotes to sales orders, verify purchase orders, and enter orders with complete data (SKUs, quantities, art/proof status, ship/need date).
• Generate and route order paperwork, trigger required workflows (art/proof requests, die checks, material requests, credit holds).
• Serve as the primary point of contact for assigned accounts, providing proactive status updates and coordinating changes.
• Partner with Production, Purchasing/Planning, and Shipping to validate dates, confirm material availability, and arrange carrier selection and special packaging.
• Maintain complete documentation, customer records, proofs, signed approvals, and change‑order confirmations.
• Own first response on issues, create RMAs, and arrange replacements or credits per policy.
• Verify shipments and pricing for invoicing and ensure orders are closed accurately in the system.

Required profile

• English proficiency is required.
• Excellent computer skills with strong attention to detail.
• Ability to manage multiple accounts and communicate clearly with internal teams and customers.

Required skills

• Microsoft Excel
• Microsoft Word
• QuickBooks (preferred)
• Smartsheet (preferred)