Customer Success Representative

ABOUT US

Merrill Manufacturing is North America’s leading manufacturer of parts and accessories to the water well and water system industries. We are a family-owned company known for our incredible service, quality products, and diverse selection. Our values guide everything we do. Our team at Merrill strives to do the right thing, shares our passion for all we do, has a can-do, will-do attitude, thinks of we before me, and is willing to solve problems together.

JOB SUMMARY

The Customer Success Representative acts as a liaison to facilitate relationships between the company and its customers by providing product/services information, answer questions, and support the sales team’s initiatives with various administrative duties. This role is essential in ensuring customer satisfaction, driving product adoption, and fostering long-term relationships.

WORK RESPONSIBILITIES & DUTIES

• Answers incoming calls to provide support and information on products and services.
• Interacts with customers via e-mail, online chat, or in person to provide support and information on products or services.
• Provides troubleshooting assistance to customers.
• Fields customer questions and complaints; when the issue is beyond the assistant’s knowledge, forwards to the assigned territory manager or other appropriate staff.
• Supports sales staff in ways such as freight rating outbound orders and following up on various territory manager requests.
• Runs standardized reports and distributes appropriately.
• Manages customer returns and cases as needed.
• Initiate and participate in process improvement projects.
• Contributes to the development and improvement of customer success processes and tools.
• Tracks customer health metrics and identifies potential risks.
• Builds and maintains strong relationships with customers.
• Performs other duties as assigned by direct supervisor.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must possess a high school diploma or equivalent. Associate degree (A. A.) or equivalent from two-year College or technical school preferred.
• Six months of experience in providing customer service either via phone or in person
• Proficient in Microsoft office and have good general computer skills

PREFERRED SKILLS AND EXPECTATIONS

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to build rapport and trust with customers.
• Ability to navigate through multiple computer applications with speed and accuracy
• Excellent telephone manner and listening skills, relate to customers in a professional and courteous manner
• The ability to work in a team environment and maintain a positive environment with co-workers and customers
• Excellent attention to detail and multi-tasking ability with self-motivation to work on own initiative.
• Successfully pass a background and drug screening

PHYSICAL DEMANDS

This position requires the ability to sit for prolonged periods, perform tasks requiring fine motor skills, and utilize computer keyboarding. Employees may occasionally need to stand from a seated position.

WORKING CONDITIONS

This position requires constant indoor work.

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, and a flexible schedule with work/life balance.

EEO STATEMENT

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

DISCLAIMER

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.