Merrill Manufacturing Company

Account Executive

• Develop and execute sales strategies to achieve territory and account targets while collaborating with outside partners
• Follow the Merrill sales process: knows assigned accounts, plans for growth, maintains a healthy funnel, drives opportunities to closure and evaluates performance to goal
• Understand the industry (applications, standards/regulations, drivers, and trends), the customer’s organization and desired outcomes along with Merrill’s offerings and deliverables with partners relevant to assigned accounts
• Establish strong relationships at all organizational levels with the customer base and understand customer process, goals, and organizational models
• Coordinate with outside partners (sales representatives) and Merrill sales and marketing teams to plan and win identified opportunities
• Maintain accurate assessment and interactions of customer and prospect opportunities within Merrill’s Customer Relationship Management system
• Set and help manage outside partner expectations
• Provide customers with troubleshooting support and offer recommendations tailored to their specific requirements
• Accept and implement coaching, feedback, and training to achieve individual and team performance goals
• Travel within assigned territory part time when needed (to be determined and less than 25% of the time) to meet with clients, attend industry events, and supports sales activities
• Perform other duties as assigned by the direct supervisor

Customer Success Manager

• Serves as a primary point of contact for customers by answering incoming phone calls, emails, online chat, and any form of customer communication in a timely and professional manner
• Takes customer orders accurately, submits orders into the system, and owns the ordering process from receipt through fulfillment, ensuring a smooth and positive customer experience
• Proactively communicates with customers regarding order status, availability, shipping details, and any issues or delays
• Identifies opportunities to upsell or recommend additional or complementary products based on customer needs, usage, and conversations
• Resolves customer questions, concerns, and issues effectively; escalates complex matters to the assigned sales representative, or appropriate internal team when necessary
• Provides product and service information, troubleshooting assistance, and general support to customers to ensure satisfaction and continued engagement
• Supports sales staff by assisting with freight rating for outbound orders and following up on sales team requests
• Takes ownership of customer interactions to support retention, repeat business, and long-term customer success
• Manages customer returns, cases, and order-related documentation as needed
• Builds and maintains strong, ongoing relationships with customers by delivering dependable service and proactive communication
• Contributes to process improvement initiatives related to ordering, customer communication, and overall customer success
• Performs other duties as assigned by the direct supervisor.

Account Executive

Customer Success Representative