Customer Success & Order Specialist

Merrill Manufacturing Co.; Storm Lake (IA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Full Benefits package

Job summary

Merrill Manufacturing is seeking a Customer Success Representative in Storm Lake, IA to manage customer relationships and end-to-end ordering. You will own the ordering process, communicate order status, and proactively engage customers to ensure satisfaction and retention.

Responsibilities include handling inquiries via phone, email, and chat; identifying upsell opportunities; assisting with freight ratings; and collaborating with sales and internal teams to drive revenue growth.

Qualifications

• 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

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.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Teamwork

Customer service

Education

Associate degree (A.A.) or equivalent

Tools

Microsoft Office

CRM software

Job description

Merrill Manufacturing is seeking a Customer Success Representative in Storm Lake, IA to manage customer relationships and end-to-end ordering. You will own the ordering process, communicate order status, and proactively engage customers to ensure satisfaction and retention.

Responsibilities include handling inquiries via phone, email, and chat; identifying upsell opportunities; assisting with freight ratings; and collaborating with sales and internal teams to drive revenue growth.