Merritt Trailers, Inc. is family owned/operated and professionally managed. Merritt isn’t just a place to work, it’s a place to contribute your talents and take pride in a job well done! With almost 70 years of representing the quality standard by which all livestock and commodity semi-trailers are judged, we know how to value each and every associate, empowering them to create and innovate solutions for our customers and community.

We are looking for strong, standout candidates, with the desire and motivation to elevate themselves and our organization. If you are passionate about making a difference and being part of an exceptional team that is shaping the future, we encourage you to apply today!

Job Title: Customer Experience Agent

Location: Denver, CO

Company: Merritt Trailers Inc.

About Merritt Trailers Inc.: Merritt Trailers Inc. is a family-owned manufacturing company based in Denver, Colorado. We specialize in the design and production of high-quality livestock trailers, serving customers across the United States. Our commitment to excellence, innovation, and customer satisfaction drives everything we do.

Position Overview: As a Customer Experience Agent at Merritt Trailers Inc., you will play a crucial role in delivering exceptional customer service and support to our valued clients. You will serve as the primary point of contact for customer inquiries, providing timely assistance, resolving issues, and ensuring a positive overall experience. This position requires strong communication skills, attention to detail, and a passion for delivering outstanding service.

Key Responsibilities:

• Customer Support:

• • Serve as the primary point of contact for customer inquiries via phone, email, and in-person interactions. (including warranty and dealer communication)
  • Provide timely and accurate responses to customer questions, concerns, and requests.
  • Assist customers with product inquiries, order status updates, and technical support issues.
  • Coordinate internally to resolve customer complaints or issues in a professional and efficient manner, ensuring a positive resolution.
  • Coordinate with production, shipping, and logistics teams to ensure timely delivery of orders.
  • Provide order status updates to customers and address any delays or issues that may arise.

• Product Knowledge:

• • Develop a deep understanding of Merritt Trailers products, features, and specifications.
  • Educate customers on product options and best practices for maintenance and usage.

• Relationship Building:

• • Build and maintain strong relationships with customers, fostering loyalty and trust.
  • Proactively engage with customers to identify their needs, preferences, and feedback.
  • Collaborate with sales and marketing teams to promote products, generate leads, and enhance the overall customer experience.

• Documentation and Reporting:

• • Maintain accurate records of customer interactions, inquiries, and resolutions in our CRM system.
  • Generate reports and insights on customer feedback, trends, and satisfaction metrics.
  • Provide regular updates and feedback to management on customer service performance and areas for improvement.
  • Capture customer feedback on industry trends, competitor offerings, etc to continuously improve product knowledge and service delivery.

Qualifications:

• High school diploma or equivalent; Bachelor's degree preferred.
• Previous experience in customer service, sales support, or related roles preferred.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to build rapport and relationships.
• Proficiency in Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk).
• Detail-oriented with strong organizational and time management skills.
• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
• Positive attitude, problem-solving mindset, and a passion for delivering exceptional customer experiences.

Merritt Trailers, Inc. is an Equal Opportunity/Affirmative Action employee. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.