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
