Customer Success Associate Jobs in Troy, IL (NOW HIRING)

Join Us as a Customer Service Representative - Fire & Sprinkler at Potter Global Technologies

At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships.

Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications.

If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here.

As a Customer Service Representative – Fire & Sprinkler, you will deliver a superior level of support to Potter’s customers, strengthening our longstanding reputation for exceptional service and unwavering commitment. This role ensures every interaction reflects Potter’s standards of responsiveness, professionalism, and care. If you like helping people, solving problems, and being the reason someone’s day gets easier, this might be the perfect fit for you.

• Verify and confirm orders and pricing to customers.
• Enter customer orders with accuracy and attention to detail.
• Maintain customer orders and related correspondence with the rapid response, courtesy, and accuracy that our customers have come to expect from Potter.
• Handle all customer calls, inquiries, and requests, including upselling when appropriate.
• Manage customer correspondence, including but not limited to followup calls and courtesy calls.
• Handle requests and inquiries from Regional Sales Managers and Sales Rep agencies, providing outside sales staff with updated product information.
• Handle other requests from management on a timely basis.
• Coordinate mailing lists for the region as required by the marketing department.
• Process customer returns in a timely manner.
• Take on additional responsibilities as needed to support team goals and project milestones.

Experience That Drives Success

• Associate’s degree (A.A.) or equivalent from a twoyear college or technical school.
• 1+ year of experience in Customer Service.
• Problem Solving — Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problemsolving situations; uses reason even when dealing with emotional topics.
• Customer Service — Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Judgment — Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in the decisionmaking process; makes timely decisions.

Key Strengths & Skills

• Acts with integrity, professionalism, and confidentiality
• Strong verbal and written communication skills
• Proactive time management and ability to work on many projects at various points of the product development cycle.
• Planning and organizational skills
• Bias for action and ability to work with a sense of urgency
• Collaboration skills
• Proficiency in Microsoft Office Suite

• We build strong relationships—with teammates, partners, and customers
• We take pride in knowing every product we build serves the purpose of protecting lives
• We listen actively, coach frequently, and own our results
• We foster innovation, value curiosity, and believe that experimentation is part of growth
• We create a welcoming and inclusive space where everyone belongs
• We take ownership of our work—quality and safety are at the core of what we do

• Employee Ownership Program – You’re not just an employee—you’re an owner. We share success together.
• Competitive health, dental, and vision plans
• 401(k) with company match
• Generous paid time off and holidays
• Continuous learning and development opportunities
• Financial Wellness programs including complimentary Certified Financial Planner sessions
• Recognition programs that celebrate individual and team wins
• A mission-driven team that supports life-saving outcomes, every day

This is a full-time, non-exempt, on-site role located at our manufacturing facility in Hazelwood, MO.

Ready to make a real impact? If you’re driven, curious, and excited to grow with a team that’s changing the world—and where you’re not just an employee but an owner—we want you on board!

Join us, and let’s create safer environments together—making a global difference you’ll be proud to own.