What are the responsibilities and job description for the Customer Success Representative position at Minnkota Windows?
POSITION: Customer Success Representative
SHIFT: Monday - Friday day, 8:00 am - 5:00 pm
PAY RATE: $24.00 - $30.00 per hour (DOE) Full Benefit Package
LOCATION: Minnkota Windows West Fargo, ND
SUMMARY OF RESPONSIBILITIES
The Customer Success Representative (CSR) 1, 2, & 3 roles are responsible for supporting dealer success by ensuring a consistent, reliable, and proactive customer experience across all interactions with Minnkota Windows. This role progresses from foundational support and execution (CSR 1) to ownership of dealer relationships and outcomes (CSR 2), to strategic leadership and cross-functional influence (CSR 3).
CSR team members coordinate dealer onboarding, monitor order pipelines, communicate proactively, resolve issues, and drive continuous improvement efforts to enhance dealer experience and long-term partnership success.
ESSENTIAL JOB FUNCTIONS
- Embrace and demonstrate the qualities of the Minnkota Windows Game Changer definition.
- Engage in team-based lean and continuous improvement activities to improve workflows and efficiency.
- Support dealer onboarding, including system setup, training coordination, and first-order execution.
- Monitor order status, pipelines, and lead times; communicate updates, risks, and solutions to dealers.
- Proactively communicate backorders, delays, and changes while coordinating cross-functional responses.
- Track and follow up on issues, ensuring timely escalation, resolution coordination, and closure.
- Maintain accurate CRM notes, onboarding documentation, and activity logs.
- Support program communications, including promotions, co-op programs, and product updates.
- Drive adoption of portals, EDI, training programs, and dealer engagement tools.
- Collaborate cross-functionally with Sales, Operations, Logistics, and Customer Service to deliver consistent outcomes.
- Identify risks to dealer success and support implementation of recovery plans and solutions.
- Participate in Voice of Customer (VOC) efforts and continuous improvement initiatives.
- Maintain strong accountability, follow-up, and communication standards.
- Prompt and dependable attendance.
- Other duties as assigned.
KNOWLEDGE, SKILLS, AND QUALITIES
- Strong organizational, communication, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with strong attention to detail and follow-through.
- Ability to collaborate across teams and influence outcomes.
- Understanding of manufacturing or distribution environments (preferred/required based on level).
EDUCATION AND WORK EXPERIENCE
- High School diploma or GED required.
- Post-secondary education in Business, Communications, Marketing, Operations or a related field is preferred.
- 0 - 3 years in customer service, operations, or inside sales.
Specific Requirements for Levels 2 and 3
Customer Success Representative 2:
In addition to Level 1 requirements:
- Own day-to-day relationship management for assigned dealer accounts.
- Lead onboarding and adoption outcomes end-to-end.
- Proactively monitor pipelines, lead times, and risk factors for delays.
- Manage issue escalation and coordinate cross-functional resolution.
- Identify at-risk dealers and implement recovery or retention strategies.
- Influence internal teams to meet commitments and timelines.
Experience/Skill Enhancements:
- 3 - 6 years of customer success, account management, or operations experience.
- Strong problem-solving, prioritization, and coordination abilities.
- Comfortable managing complexity across multiple teams.
Customer Success Representative 3
In addition to Level 2 requirements:
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Own strategic, high-value dealer relationships and long-term outcomes.
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Lead complex escalations and cross-functional resolution efforts.
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Facilitate strategic business reviews and partner planning discussions.
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Drive forecasting alignment and seasonal planning initiatives.
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Lead VOC initiatives and implement continuous improvement roadmaps.
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Mentor and support CSR 1 and CSR 2 team members.
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Influence cross-functional priorities and operational processes.
Experience/Skill Enhancements:
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6 - 10 years of customer success, account leadership, or operations experience.
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Strong leadership, influence, and strategic thinking skills.
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Ability to lead complex problem-solving across departments.
Salary : $24 - $30