Customer Success Representative

Company Description

CRB Water is one of the fastest-growing industrial water treatment companies in North America. We are built on the belief that people, not programs, make the partnership thrive. Headquartered in St. Charles, Missouri, we combine deep technical expertise with responsive local support to deliver smarter, greener, and more reliable solutions for industrial and commercial facilities.

With a large contingent of employee investors, we are beholden to our clients, not the stock market. Our ownership structure ensures commitment to long-term growth and investment in our people. Our team includes some of the most experienced professionals in the industry who thrive in a collaborative, relationship-driven culture where expertise, trust, and responsiveness matter.  

At CRB Water, you’ll find minimal hierarchy, fast decisions, and the autonomy to act when customers need you most. We value ownership, integrity, and teamwork and we’re intentional about being the employer of choice in industrial water treatment. Join a company where your ideas move fast, your expertise makes a difference, and your impact lasts.

Job Title: Customer Success Representative

Location: Saint Charles, MO 63301

Department: Customer Success

Reports to: Director of Customer Success

Job Overview:

The Representative is responsible for providing exceptional customer service, assisting in sales activities, and supporting the sales team with various tasks such as creating, managing, and delivering quotes and processing orders. This role ensures that all documents are consistent, professional, and tailored to meet client needs, while aligning with company standards and best practices. This role requires strong communication skills, a customer-centric mindset, and the ability to manage multiple tasks simultaneously.

Key Responsibilities:

• Customer Service:
• Handle inbound and outbound customer and sales inquiries via phone, email, and chat.
• Provide timely, accurate, and friendly support to resolve issues or concerns.
• Assist with product inquiries, order status, and product returns or exchanges.
• Maintain customer satisfaction through professional communication and follow-ups.
• Sales Support:
• Deadline Management: Manage and prioritize multiple documentation requests and ensure timely delivery of all documents.
• Continuous Improvement: Contribute to the development of best practices for creating and managing documentation, as well as seek opportunities to improve processes.
• Track and update sales orders in the system to ensure accurate processing and delivery.
• Coordinate with internal departments (e.g., inventory, shipping) to ensure orders are processed and delivered on time.
• Administrative Duties:
• Maintain customer records and ensure the CRM database is up-to-date.
• Assist in generating reports related to sales and customer activity.
• Team Collaboration:
• Work closely with other departments, such as marketing and operations, to ensure customer needs are met.
• Provide feedback to the sales and customer service teams to improve processes and customer experience.

Qualifications:

• High school diploma or equivalent; a Bachelor’s degree is a plus.
• Proven experience in customer service, sales support, or a related field.
• Positive attitude, team-oriented, and problem-solving mindset.
• Ability to remain calm and professional under pressure.
• Ability to work independently and as part of a team.
• Strong writing, editing, and proofreading skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with ERP system(s).
• Ability to understand technical concepts and communicate them clearly in a business context.
• Detail-oriented with a strong ability to multitask and manage deadlines.
• Familiarity with pre-sales processes and tools (e.g., CRM systems, proposal management software) is a plus.
• Ability to build rapport and trust with customers and sales teams.

Work Environment:

• This role requires working in an office environment.