Customer Success Representative

Merrill Manufacturing Company

Customer Success Representative at Merrill Manufacturing handling customer communications and order management. Focused on ensuring customer satisfaction and identifying upselling opportunities.

Posted 4/17/2026full-time🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order processingtroubleshootingcustomer supportupsellingdocumentation management

Soft Skills

communicationcustomer relationship managementproblem-solvingproactive engagementprocess improvement

Certifications

Associate degree