Customer Service

1 week ago

Jackson, United States Bobrick Full time
The Customer Service - Partitions Drafter is crucial in supporting direct sales channels, including Distributors, Sales Representatives, Architects, and End-Users. The responsibilities of this role include processing PRIVADA (Bobrick's higher-end, elevated aesthetics cubicles) sales orders via email, responding to inquiries, managing projects, resolving customer problems, and providing technical drafting for a premium, elevated-designed product. Additionally, the role will involve collaborating across departments to ensure complete customer follow-through. This position requires a blend of customer service, technical drafting skills, administrative tasks, and strong communication abilities. All functions must be performed following established company policies and procedures.

Schedule: Monday - Friday, 7:00am-3:30pm (overtime as needed)

Job Responsibilities: (includes the following, other duties may be assigned)

  • Properly execute Customer Service Vision, Mission, and Strategy initiatives.
  • Responsible for processing incoming written purchase orders for toilet partitions and entering customer orders into the company's Enterprise Resource Planning System (ERP) daily. This involves entering each component into our software to generate manufacturing reports and ensuring everything on the drawings matches the paperwork. Additionally, create a hardware sheet for custom height orders. Maintain an error rate within company goals. Take ownership of issues, actively seek feedback, and apply learnings from internal order entry errors.
  • Manage multiple partition projects outside the regular workload. This may include training, creating training guides, or focusing on large projects simultaneously. Prioritize tasks to meet deadlines and exceed customer expectations.
  • Create Partition Layout drawings utilizing Visio software based on project requirements, specifications, and design criteria. Ensure compliance with relevant building codes, regulations, and industry standards. Prepare detailed technical drawings, including floor plans, elevations, and sections. Additionally, generate material lists, specifications, and any necessary documentation for production and installation.
  • Understand the Four-Level Defect Grading System and manufacturing quality escapes. Gather all necessary information from the customer, and based on the findings and the situation, decide on the best solution for the customer. Record the findings via our Customer Complaint form system according to internal processes and follow up with distributors to ensure that resolutions are implemented.
  • Handling freight carrier complaints involves identifying the type of claim according to our policies. Exercise judgment to process the claim under the correct account and provide all necessary information before processing the order.
  • Support the department's Method Improvement Program by suggesting more efficient methods related to overall company objectives or specific job duties.
  • Learn and understand the PRIVADA brand, including its series, mounting configuration, hardware, layout designs, lead times, and design criteria.
  • Responsible for responding to Distributors, Sales Representatives, Architects, and End-Users via Zendesk or outlook. Must provide clear and concise information regarding the product, answer customers' questions or concerns, track scheduled ship dates, manage price and availability, track lost shipments, expedite orders, process returns, address field complaints, and address technical or installation inquiries. Maintain adherence to SLA responsiveness goals.
  • Gain a comprehensive understanding of our sales representatives, including aftermarket and architectural representation. Be knowledgeable about the distribution network for all Bobrick distributors, including who holds a PRIVADA contract and authorized installers. Manage the list of distributors and update the quoting log when adding or removing distributors.

Minimum Requirements:
  • Associate degree (A. A.) or equivalent from two-year college or technical school and at least 3 years of relevant Customer Service/Retail Sales experience. Bachelor's degree (B.A.) is preferred.
  • High degree of technical skill with ability to interpret specifications, plans, blueprints, submittals, and other technical information in order to process customer submittal requests and orders.
  • Exceptional customer relations, follow-through and communications skills in order to effectively and tactfully deal with customer questions and complaints (for both internal and external customers).
  • Able to accurately input data into on-line order-entry system.
  • Ability to work under ever-changing deadlines and multi-task various aspects of the job in a fast-paced, high-stress environment.
  • Exceptional critical-thinking ability to be able to investigate each customer's problem, gather information and provide the best solution for the customer that is a win-win situation for the customer and Bobrick.
  • Detail-oriented to make sure customer orders and drawings/layouts are done correctly.

Technical Skills:
  • Proficiency in AutoCAD, Inventor, or drafting tools such as Microsoft Visio.
  • Able to create, combine, and convert (Microsoft Word, Excel, PowerPoint), form creation and eSignature functionality.
  • Able to understand engineered drawings, floor plans, layouts, and graphical representations of structures and their component parts that communicate the engineering intent of a technical design.
  • Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Able to apply concepts of basic algebra and geometry, including manually calculating dimensions in fractions.

Benefits:
  • 401(k) Matching
  • Dental Insurance
  • Disability Insurance
  • Employee Assistance Program
  • Flexible Spending Account
  • Health Insurance
  • Health Savings Account
  • Life Insurance
  • Vision Insurance

Salary: $21.15/hour
  • After 60 days, your hourly rate will increase to $21.65 and there's potential for an impressive merit increase within your first year based on exceptional performance.

About the Company: Bobrick, headquartered in North Hollywood, CA, is the industry-leading manufacturer of Stainless Steel commercial washroom accessories with 100+ years of experience (back when it was a start-up, Bobrick invented the lavatory-mounted soap dispenser). A mid-sized, privately owned company, Bobrick includes brands such as Koala Kare, operates 7 manufacturing facilities throughout the US, the United Kingdom and Canada, and conducts business in over 125 countries worldwide.

Bobrick's Culture: We view our culture as a competitive advantage and a foundation for continued success. Our positive and supportive culture encourages our people to do their best work every day. Bobrick respects work-life balance, has a strong commitment to employee development and attributes its success to four core values and their alignment with its employees, suppliers, sales representatives, distributors and other channel partners. We are dedicated to the following core values:
  • Conduct all aspects of business honestly, ethically, and responsibly.
  • Offer the best value.
  • Treat each employee with dignity and as an individual.
  • Continuously improve everything we do.
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