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Sales Support Specialist

2 months ago

Rockwall, United States Reliance Worldwide Corporation Full time

Reliance Worldwide Corporation Job Description

RWC is a rapidly growing company that is disrupting the plumbing industry. We are a market leader and manufacturer of water control systems and plumbing solutions for residential, commercial and industrial applications. Our portfolio of brands includes industry-leading brands: SharkBite™Push-to-Connect plumbing solutions; HoldRite™ engineered plumbing and mechanical solutions; Cash Acme™ control valves; John Guest™ fittings and fluid dispense products, EZ-Flo™ and Eastman™ quality plumbing products.


Position Summary:

We are looking for a customer-centric Customer Service Representative to join our team The Customer Service Representative will assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.


Principal Responsibilities:

  • Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
  • Process orders of all types
  • Process Warranty and Courtesy Replacement orders
  • Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
  • Record details of actions taken
  • Communicate and coordinate with our Internal Sales Representatives (ISR)
  • Communicate directly with our Manufactures Rep Agencies
  • Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
  • Other duties as required


Essential Functions:

  • Ability to work in a team environment as well as being a self-starter of improvement projects
  • Exceptional verbal and written communication skills
  • Exceptional troubleshooting skills
  • Must be able to communicate effectively, both verbally and in writing
  • Must have the ability to work well within a business environment and the ability to multitask


Required Qualifications:


Education:

  • HS Diploma required, some college preferred


Experience:

  • Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
  • Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.
  • Ability to offer prompt, effective support to warehouse, plant and corporate office environments.
  • Experience in Business Management Software (i.e. SAP) is preferred but not require
  • Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
  • Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.


Competencies:

  • Excellent negotiation and relationship building skills
  • Initiative and self-motivation to stay ahead of the competition
  • Proficient with Microsoft Office products
  • Excellent written, verbal and presentation skills
  • Excellent time management and organizational skills
  • Ability to manage multiple projects and meet deadlines.


Working Conditions:

  • This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
  • Department is open from 6:30AM-7PM EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel.
  • Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.


Benefits:

  • Traditional and Roth 401k - with up to 4% company match
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Employee assistance program
  • Flexible spending account
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Employee Stock Share Plan
  • 100% paid 10-week maternity leave
  • 100% paid 2- week paternity leave