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 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.

WORK RESPONSIBILITIES & DUTIES

• 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.