Customer Success Representative
Merrill Manufacturing Company
full-time
Posted on:
Location Type: Hybrid
Location: United States
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About the role
- 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.
Requirements
- Associate degree (A. A.) or equivalent from two-year College or technical school preferred or equivalent experience
- Proficient in Microsoft office and have good general computer skills
Benefits
- Full Benefits package available including medical, dental, vision, life, and disability insurances
- flexible spending accounts
- 401K with generous match
- paid time off including nine (9) holidays
- flexible schedule with work/life balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order processingtroubleshootingcustomer supportupsellingdocumentation management
Soft Skills
communicationcustomer relationship managementproblem-solvingproactive engagementprocess improvement
Certifications
Associate degree