Client Engagement Specialist

2 weeks ago

Storm Lake, Iowa, United States MERRILL MFG CO CORP Full time
Job Overview

ABOUT MERRILL MFG CO CORP

Merrill Manufacturing stands as a premier provider in North America, specializing in the production of components and accessories for the water well and water system sectors. As a family-owned enterprise, we pride ourselves on delivering exceptional service, high-quality products, and a broad array of options. Our core values shape our operations, guiding our team to prioritize integrity, teamwork, and a proactive approach to problem-solving.

POSITION SUMMARY

The Client Engagement Specialist serves as a crucial link between our organization and our clientele, ensuring effective communication and support. This role is vital for enhancing customer satisfaction, promoting product usage, and nurturing enduring relationships.

KEY RESPONSIBILITIES

  • Responds to incoming inquiries, offering assistance and information regarding our products and services.
  • Engages with customers through various channels, including email and online chat, to provide support and insights.
  • Assists customers with troubleshooting and problem resolution.
  • Addresses customer inquiries and concerns, escalating issues to the appropriate personnel when necessary.
  • Supports the sales team by managing tasks such as order processing and follow-ups on requests.
  • Generates and distributes standard reports as required.
  • Handles customer returns and related cases efficiently.
  • Participates in initiatives aimed at process enhancement.
  • Contributes to the refinement of customer success strategies and tools.
  • Monitors customer health indicators and identifies potential challenges.
  • Fosters and maintains strong relationships with clients.
  • Completes additional tasks as assigned by the direct supervisor.

QUALIFICATIONS

  • A high school diploma or equivalent is required; an associate degree or equivalent from a technical institution is preferred.
  • At least six months of experience in a customer service role, either via phone or face-to-face.
  • Proficiency in Microsoft Office and general computer skills is essential.

PREFERRED SKILLS

  • Outstanding communication and interpersonal abilities.
  • Strong analytical and problem-solving skills.
  • Capability to establish rapport and trust with clients.
  • Proficient in navigating multiple software applications efficiently.
  • Professional telephone etiquette and active listening skills.
  • Ability to collaborate effectively within a team while maintaining a positive atmosphere.
  • Meticulous attention to detail and adeptness at multitasking.
  • Willingness to undergo background and drug screening.

WORK ENVIRONMENT

This role primarily involves indoor work, requiring prolonged periods of sitting and the use of fine motor skills for computer tasks.

EMPLOYEE BENEFITS

We offer a comprehensive benefits package, including medical, dental, vision, life, and disability insurance, flexible spending accounts, a 401K plan with a generous match, paid time off including holidays, and a flexible work schedule to support work-life balance.

EEO COMMITMENT

We are dedicated to providing equal employment opportunities to all individuals, regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or any other legally protected status.

DISCLAIMER

The job description provided is intended to convey the general nature and level of work performed by employees in this role. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications associated with this position, which may evolve based on business needs.

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