Customer Success Representative

360Pack | Aurora, CO | Full-Time

Pay: $50,000–$65,000 depending on experience

About 360Pack

At 360Pack, we go beyond the box. We’re a fast-growing packaging distribution company focused on delivering sustainable, innovative, and customer-first packaging solutions. Our mission is to transform how businesses approach packaging by being strategic partners, not just suppliers. With a catalog of approximately 10,000 active SKUs, our operation demands precision, speed, and a genuine commitment to customer satisfaction.

About the Role

Customer Success Representatives (CSRs) are the operational backbone of 360Pack. Every revenue-generating order passes through your hands. As a CSR, you own the entire order lifecycle—from intake through invoicing—and serve as the critical link between our customers, sales team, procurement, and warehouse. This role is ideal for someone who thrives in a fast-paced environment, takes pride in accuracy, and wants to be part of a high-performance team that is genuinely invested in customer outcomes.

What You’ll Do

Receive and process all customer orders through approved channels and accurately enter Sales Orders in NetSuite within 2 business hours of receiving a complete request
Send order confirmations to customers with the originating salesperson copied, and manage approval before fulfillment
Own the full Sales Order lifecycle from creation through fulfillment and invoicing
Send customer invoices within 24 hours of delivery and weekly AR statements to support collections
Conduct weekly NOTIF (Not On Time / In Full) reviews and maintain a clean, accurate open SO backlog
Research and resolve customer inquiries proactively, communicating clearly with Sales, Procurement, and Warehouse teams
Manage blanket order accuracy and keep estimated ship dates current

What We’re Looking For

2+ years of experience in customer service, order management, inside sales support, or operations
Exceptional attention to detail—accuracy is non-negotiable in a high-SKU, high-velocity environment
Strong written and verbal communication skills; ability to collaborate across internal teams and with customers
Experience with ERP or order management systems (NetSuite experience a plus)
Comfortable managing multiple priorities and deadlines with a sense of urgency
A customer-first mindset with a proactive, problem-solving approach
Packaging or distribution industry experience is a plus, but not required

How We Measure Success

Our CSRs are held to clear, meaningful performance targets:

OTIF (On Time In Full): > 95%
Sales Order entry time: < 2 hours from receipt of complete request
Invoice turnaround: < 24 hours from delivery
SO error rate: < 2% of orders
Past-due AR: < 10% of total AR

Why Join 360Pack?

Be part of an exciting transformation in a high-growth packaging distribution company
Competitive hourly pay and performance-based incentives
Complete health insurance coverage and 401(k)
Paid holidays and generous paid time off
Supportive leadership and real opportunities for career growth
A culture that values teamwork, integrity, and doing the job right

Pay: $50,000.00 - $65,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Work Location: In person

360Pack

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Customer Success Representative