Tier 2 Customer Service Representative

2 days ago

Broomfield, United States Viega Full time
Job-ID: 14958; Location(s): Broomfield, CO; McPherson, KS

Tier 2 Customer Service Representative
This role is responsible for providing excellent customer service through fast and accurate processing of orders, phone calls, and emails. This individual will communicate and coordinate with other departments to resolve inquiries and disputes while also answering general inquiries regarding pricing, products, shipment dates, etc. The individual is to ensure all pricing and customer information is accurate while providing a high level of customer satisfaction.

Job Description Details
Customer Service
  • Answers general inquiries via phone or email regarding pricing, products, scheduling, etc.
  • Answers inbound Customer Service calls during business hours from sales team, wholesale customers, contractors, engineers, property owners, end users
  • Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.
  • Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement
  • Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

Return Merchandise Authorization
  • Receives and reviews customer return request via email case or facsimile; research customer information to obtain data required for RMA, including but not limited to quantity, date of purchase, price and part numbers; determines whether goods are within the return policy parameters based on company guidelines and procedures; determines appropriate return code for RMA
  • Contacts customer via phone or email to review RMA and processes; provides instructions regarding return, restocking fee, credit terms, or replacement; if applicable, discusses policy regarding special order or discontinued parts and associated shipping costs

Warranty Claim
  • Receives and reviews customer warranty claim request via email case in Salesforce CRM; gather required information to process on warranty claim and testing release forms; ensure all details are documented within Salesforce case; determine if field scrap of product is appropriate method to process
  • Contacts customer via phone or email to review details and submit emailed communication for further steps; request additional customer documents if needed including invoices, photos, videos

Logistics Issues
  • Receives and reviews shipment issue request via phone or email case; research shipment and tracking information including purchase order, packing list, Bill of Lading, Delivery Receipt, and carrier tracking websites
  • Communicate with internal freight department and/or carriers via phone or email in order to assist for customer resolution
  • Document details in Salesforce CRM case for research request from corresponding departments

Pricing and Availability
  • Responsible for creating product quotes in SAP
  • Provide material stock information per incoming calls or email requests
  • Research part numbers by utilizing technical documentation, website, catalog, or searching in SAP
  • Answers incoming calls regarding pricing and availability or tracking shipments
  • Provide detailed order information

Field Sales Support
  • Provide support of Field Sales including returning customer phone calls, account and special pricing information and product availability obtained through SAP, pulls requested data and literature and forwards to appropriate individual
  • Provide sales and customer information to Field Sales utilizing SAP and Salesforce CRM software; prepares reports and documentation as needed

Customer Pricing
  • Research customer pricing on account to verify all pricing is accurate; utilizing price break tables, special price sheets, category pricing, job quote, etc.
  • Ensures all pricing, pricing calculators, and customer information has been entered accurately, according to sales agreement
  • Investigates pricing discrepancies; if unable to resolve, contact pricing administrator or field sales to verify correct pricing information

Order Entry
  • Responsible for entering and processing customer order changes accurately and efficiently into SAP
  • Responsible for verifying orders for accuracy
  • Communicating with customer regarding orders and shipping methods
  • Responsible to make customer requested shipping method changes
  • Assist with managing backlog of orders as necessary
  • Rerouting orders as necessary
  • Providing order follow up and communications
  • Maintaining accurate records

Other
  • Attends meetings as required and/or assigned in person or via remote meeting environment
  • Attends meetings regarding new products and procedures to gain knowledge and better serve internal and external customers
  • Performs other duties as required and/or assigned
  • Will be required to travel up to 5% of the time.

Required Qualifications
  • Knowledge of computer programs including Microsoft Teams, Word, Excel, Outlook, SAP and Salesforce CRM
  • Professional phone/follow-up skills
  • Excellent customer service skills
  • Strong interpersonal, written, and oral communication skills
  • Ability to multi-task
  • Excellent organizational and prioritization skills
  • Ability to enter orders accurately with minimal errors
  • Ability to handle difficult situations and determine appropriate resolution
  • Ability to obtain and maintain product knowledge
  • Ability to pay close attention to details
  • Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
  • Ability to adhere to the highest standards of quality while continually performing at the highest possible level.

Education, Certification/License & Work Experience
  • High School Diploma or equivalent AND 3-5 years of related customer service/support experience
  • Associate's Degree, preferred Equivalent combinations of education and experience may be considered.

Total Rewards Package

Compensation
  • Base: $25/hr to $27/hr, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
  • Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company's performance and their own individual performance.

Benefits
  • Medical, Dental, Vision
  • Wellness Program
  • Health Savings Account (HSA) with a company contribution
  • Voluntary Benefits (Life, AD&D, Disability)
  • 401(k) retirement plan with a 7.5% company contribution
  • Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window
  • Posting date: 12/26/2024
  • The application deadline for this job is: 01/29/2024

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The future needs people like you to shape it.

Apply to Viega now.

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