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Customer Service Representative/Manufacturing

Position Title Customer Service Representative - OH #2696

Relocation No

Location Norwalk OH

Company is a manufacturer of water and wastewater treatment products, systems and chemicals. They specialize in small-flow treatment applications, ranging from municipal treatment systems for small towns and villages, all the way down to systems for the individual family home. Products are designed to provide a high level of treatment in the most efficient, cost-effective manner.

They serve a diverse customer base through licensed distributors and dealers across North America and around the world.

Summary:

Under general supervision, shall work as a liaison between customers and sales management, purchasing, accounting, production, engineering and shipping departments. Providing prompt, efficient, and friendly service to potential and current customers is of primary importance. Support shall be provided as needed to the general office.

DUTIES AND Responsibilities:

1. Performs professional and courteous Customer Service and Inside Sales Functions with current and potential customer base.
2. Handles distributor requests and concerns pertaining to warranty, billing, returns, technical, operational, approvals, and referrals. Involves Sales, Purchasing, Engineering, Accounting, Production, and Shipping departments, as necessary.
3. Handles Customer Service related phone calls and inquiries. Refers to distributors or directs the calls to the appropriate sales person
4. Prepares distributor special orders, distributor chemical orders, reviews faxed orders and verifies, if necessary. Prepares cost estimating forms for special orders, processes special orders, and tracks as needed.

5. Documents complaints with resolution in the ACT database and / or on complaint logs as required by third party certifiers.
6. Processes repairs, checks installation dates to age aerators, verifies aerator serial number, verifies distributor and correct shipping address and determines billing.
7. Prepares monthly Repair Tracking Evaluation and Summary Reports.
8. Researches distributor repair billing inquiries and processes paperwork if necessary.
9. Maintains and submits report regarding monitoring of Singulair installations as required by state regulatory agencies. (i.e. Massachusetts)
10. Assists in the preparation and set up of in-house Factory Training Schools.
11. Completes distributor surveys as required.
12. Files distributor and general correspondence. Files warranty cards.
13. Acts as backup for Customer Service Manager, handling Commercial equipment packages and orders, Singulair molds tracking and shipments, NSF complaint reports.
14. Assists in administration of operating procedures; reviews and interprets applicable policies and procedures; communicates policies to customers and distributors.

MINIMUM EDUCATION AND
Experience:

High school diploma or GED. 6 months to 1-year experience directly related to the duties and responsibilities specified.

LICENSES/CERTIFICATIONS REQUIRED:

In addition to the following, all new employees are required to attend New Employee Orientation:
Basic Annual Safety Training HAZMAT Function Specific Training

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Knowledge of company products, services and policies. Ability to communicate effectively, both verbally and in writing. Ability to calculate numbers to prepare quotes and cost estimating. Ability to gather data, compile information, and prepare reports and documentation. Ability to use independent judgment and make decisions within the constraints of company policies. Ability to explain policies and decisions effectively to customers and distributors. Ability to prioritize tasks. Ability to foster a cooperative work environment. Ability to create, compose, and edit written materials. Ability to file, answer phones, and complete other clerical duties as assigned. Knowledge of data management techniques. Skilled in the use of personal computers and related software applications. Ability to plan, organize, coordinate, and participate in Factory Training Schools.


Bottom line requirements

1. High School diploma, GED, or higher education.
2. Customer Service experience in a manufacturing environment or similar.
3. Local.


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