Customer Success Associate

Our Customer Success Associates bring our purpose to life by assisting the Customer Success team in guiding customers through their journey with Marvin Replacement. The Customer Success team curates an exceptional, personalized experience by focusing on the individual needs and being a consistent resource for our customers. Customer Success Associates assist Customer Success Managers with the execution of tasks behind the scenes to help ensure a seamless experience for each customer.

Complete all aspects of job processing, including, reviewing all won opportunities daily and creating orders for production, generating and managing customer-related paperwork, communicating with project managers, making sure appropriate permits are obtained and ready, and creating invoices and work in QuickBooks.
• Complete pre-measure change orders, such as adding financiers and changing payment terms.
• Review project completions, including the uploading of documents, notating payments, pulling funding, and opening service tickets where needed.
• Assist in collection of accounts receivable. Record and maintain banking records and deposits to ensure accuracy.
• Ensure compliance in legal and internal standards across all aspects of work (PCI compliance, permitting, registrations, lead paint etc.). Accurately input data into our CRM system.
• Be an assistant to our customer success managers to support regional operations where needed, including sending emails to customers on behalf of the customer success manager.
• Handle customer service cases, guiding the customer through the entire process, from initial consultation through final repair.

• Outstanding organizational skills and able to balance multiple priorities
• Dedication to excellence and attention to details to perform audit functions
• A willingness to upgrade knowledge as required and ability to adapt to new technology

• High school diploma or equivalent; college degree preferred.
• 2+ years of experience in order management/customer service (preferably in the windows and doors industry or building / construction materials industry)
• Proficient in MS office (Word, Excel, Outlook)

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine.

For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.

Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position.