[Hiring] Customer Success Representative II @Alia Services

Role Description

As a Customer Success Representative II , you will play an important role in ensuring customer orders are processed accurately, shipments stay on schedule, and issues are resolved quickly and professionally.

• Independently manage assigned orders.
• Monitor shipping timelines.
• Communicate with customers and internal stakeholders.
• Provide support to other Customer Service Representatives when needed.

Success in this role requires strong attention to detail, organization, communication, problem-solving, and ownership.

What You'll Do

• Customer & Order Management
  • Monitor new orders and schedule appropriate follow-up actions.
  • Review order details to ensure shipping dates and methods align with delivery requirements.
  • Track shipments and proactively address delays or post-shipment issues.
  • Maintain accurate order documentation, notes, and updates.
  • Respond to order-related inquiries from Billing, Accounts Receivable, Account Executives, Sales, and other internal teams.
  • Communicate order status, supplier concerns, and anticipated shipping timelines to relevant stakeholders.
  • Work with suppliers and internal teams to resolve order-related issues.
  • Follow issues through to resolution while maintaining a high level of customer service.
• Team Support & Collaboration
  • Provide backup and coverage for other Customer Service Representatives as needed.
  • Mentor and support lower-level CSRs on processes and best practices.
  • Assist team members with complex order or customer service situations.
  • Identify opportunities to improve customer service processes and workflows.
  • Work independently with minimal supervision while contributing effectively to the team.
  • Perform additional responsibilities based on team needs and assigned workflows.

Qualifications

• 2–3 years of professional customer service experience.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Strong active listening and problem-solving skills.
• Ability to prioritize multiple responsibilities and meet deadlines.
• Ability to work independently while contributing effectively to a team.
• Professional email and telephone etiquette.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Ability to learn and work effectively with internal systems and processes.

Requirements

• Experience in a corporate or B2B customer service environment.
• Experience with order management, shipping, logistics, or fulfillment.
• Experience working with suppliers, Sales, Billing, or Accounts Receivable.
• Experience mentoring or supporting other customer service representatives.

Benefits

• 100% Remote Work – Work from the comfort of your home while collaborating with an international team and client.
• Health Insurance – Health insurance coverage provided through SafetyWing, beginning as soon as you are hired.
• Paid Time Off (PTO) – Enjoy paid time off to rest, recharge, and maintain a healthy work-life balance.
• Reliable Payroll – Consistent payroll administration and support from the Alia Services team.
• Dedicated HR Support – Access to our People Operations team for employment-related questions, support, and guidance throughout your time with us.
• Professional Growth – Opportunities to develop your skills, gain international experience, and grow professionally.
• Coaching & Feedback – One-on-one coaching, ongoing feedback, mentorship, and development opportunities.
• International Experience – Gain valuable experience working remotely with international companies and teams.
• Cross-Functional Development – Opportunities to expand your knowledge and gain exposure to different areas of the business.
• Equipment Coordination – Equipment support and coordination may be available depending on the position and client requirements.
• Ongoing Employee Support – From onboarding through your day-to-day employment, Alia Services serves as your dedicated partner throughout your experience with the client.