Customer Success Rep

Description

Have you ever worked for a two time award winning Best Company to Work For in Colorado winner? Do you enjoy working at a company that is growing, that offers big company benefits and a small company feel?

Why Merritt Aluminum Products?

In 2019 and 2024, Merritt Aluminum Products had the honor of winning the Best Companies to Work for in Colorado by CoBiz. We pride ourselves in being the best for our employees, our customers and each other. Along with having amazing co-workers by your side, we offer a total compensation package that includes:

• PTO
• Paid Holidays
• Generous Employer Contributions to Medical, Dental, Vision, and Life insurance
• Company paid life insurance and additional voluntary life available
• Voluntary long term & short term disability
• Quarterly profit sharing bonus potential
• 401(k) with company match

The hiring range for this position is $21 to $29, depending on experience.

The Customer Success Representative is responsible for performing all aspects of customer service and support related to sales our Company's products.

Key areas of responsibility include providing quality customer support, meeting service response time goals, troubleshooting problems and answering customer questions. Other responsibilities include, but are not limited to, providing sales support, order input and custom quotes, friendly customer service, process improvement suggestions as well as making outbound calls to new and existing customers. 

Reports To: Sales Manager

Key Responsibilities

RESULTS

Quality of Customer Support
• Quickly and correctly identifies the customer's question, issue or problem
• Recommends the best product model or most efficient solution to address the inquiry with minimal hassle for the customer
• Broad knowledge of customer best practices for addressing various issues with our products and services

Service Response Times
• Answers all phone calls within the response time goals for the Customer Service team
• Answers all inquiries or feedback within the response time goals for the Customer Service team
• Improves response times by contributing content to our product documentation

Product Knowledge
• Displays a deep understanding of our organization's products and services and how customers use them
• Understands the key features and benefits of the Company's products vs. the competition
• Skilled at identifying customer needs; can recommend, explain and sell the best solution for each customer

Customer Interaction
• Maintains a positive and friendly attitude towards all of our customers; shows empathy for our customers and their day-to-day challenges
• Handles difficult situations calmly and with confidence
• Displays an ability to patiently walk a customer through the steps needed to address issues

Organization & Efficiency
• Maintains good organization and follows each customer service issue through to completion
• Records and keeps track of all required information to support accurate reporting from the Customer Service team
• Productively fills down-time to improve themselves and our organization
• Produces written orders in a timely manner, correctly filled out with minimal questions from order entry

Process Improvements
• Identifies areas for improvement within our products/services and customer service process
• Contributes to implementing process improvements to address our most recurring customer service issues

CORE VALUES

INTEGRITY
• Exhibits honesty and integrity
• Maintains appropriate personal behavior
• Able to admit mistakes and learn from them

TRUST
• Honors commitments
• Maintains regular attendance
• Requires minimal supervision

EXCELLENCE
• Demonstrates sound and accurate judgement
• Demonstrates a clear understanding of the company's mission statement and values
• Accepts and uses feedback to improve performance

RESPECT
• Respects the decisions of co-workers within the organization
• Uses appropriate speech, language and tones with others
• Does NOT gossip or involve themselves in the personal lives of co-workers

TEAM WORK
• Works cooperatively in group/team environments
• Proactively offers assistance and support to co-workers
• Places the importance of team achievement above individual achievement

Qualifications

Requirements

Educational and experience requirements include:

• High School Diploma, Associate's degree or an equivalent level of training or experience
• Relevant experience in a sales, customer service role or an equivalent skill set
• Strong computer skills and technical knowledge
• Proven ability to provide quality customer service support with a customer focused sales perspective
• Strong organization skills to promptly address all customer inquiries
• Ability to develop detailed knowledge of Company products, features and benefits
• Strong problem solving ability
• Strong customer interaction and people skills

This job description identifies the major responsibilities of this position. Employees may be required to perform other duties as assigned, to assist with executing the company's business model, promoting the company's culture, mission and values.

Salary : $21 - $29