Customer Success Representative II

Work Model: 100% Remote
Employment Type: Full-Time
Department: Customer Success

Build Your Career With Alia Services

Alia Services connects talented professionals with growing companies around the world. We specialize in remote recruitment, workforce, and payroll solutions, helping organizations build exceptional teams while creating meaningful career opportunities for professionals.

We're looking for an experienced Customer Success Representative II who is ready to take ownership of customer orders, proactively resolve issues, and become a trusted resource within the Customer Success team.

If you have strong customer service experience, enjoy solving order-related issues, and are comfortable communicating with customers, suppliers, Account Executives, and internal stakeholders, this could be a great next step in your career.

Why Join Alia Services?

At Alia Services, we want our team members to feel supported throughout their employment while having opportunities to grow professionally. As part of our team, you'll have access to:

• 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.

With Alia Services, you're not just being placed in a remote role — we remain part of your employment journey, providing ongoing HR, payroll, benefits, and professional support while you grow in your career.

About the Role

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.

You'll independently manage assigned orders, monitor shipping timelines, communicate with customers and internal stakeholders, and 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.

Specific workflows may vary depending on the team and client assignment.

What We're Looking For

Required 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.

Preferred Qualifications

• 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.

Who Will Succeed in This Role?

You'll be a strong fit if you're someone who takes ownership of your work rather than waiting for problems to escalate. You're organized, detail-oriented, and comfortable managing multiple orders and priorities while keeping customers and internal stakeholders informed.

You're also someone your teammates can rely on. You enjoy sharing your knowledge, helping others navigate challenging situations, and contributing to a strong and collaborative Customer Success team.

Ready for Your Next Opportunity?

If you're an experienced customer service professional looking for a remote opportunity where you can take greater ownership, support customers, and continue developing your career, we'd love to hear from you.

Apply today and take the next step in your career with Alia Services.