Customer Success Representative

Merrill Manufacturing Co • Storm Lake, IA

17h • Onsite

About The Position

The Customer Success Representative is responsible for managing customer relationships and the end-to-end ordering process while providing outstanding service and support. This role takes ownership of customer orders, communication, and issue resolution, actively identifies opportunities to upsell products, and collaborates with sales and internal teams to ensure a seamless customer experience. The position plays a vital role in driving customer satisfaction, retention, and revenue growth through responsiveness, accuracy, and proactive engagement.

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
• Successfully pass a background and drug screening

Nice To Haves

• 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.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees