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Customer Care Representative

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Collierville, United States IPS Corporation Full time

Job Title: Customer Service Representative, Diversified Products Location: Collierville, TN – On-Site Reports to: Senior, Customer Service Manager FLSA Status: Non-exempt About IPS Corporation IPS Corporation’s Diversified Products Operating Company is an industry leader in residential and commercial roofing products and the plumbing industry’s pioneer. Diversified Products Roofing and Plumbing Products have sustained a superior reputation among plumbers, roofing distributors and contractors for high quality products, committed service and industry expertise. We were first to produce a reliable cement for use with PVC, CPVC, and ABS pipe and fittings, and first to introduce plastic recessed washing machine and ice maker outlet boxes. Today our industry leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors. Who We Are As part of IPS Corporation, Diversified Products is growing rapidly and investing in our future in order to create new value in the plumbing and roofing markets. Our position and reputation as an industry leader gives us an essential role for plumbing and roofing contractors, and a unique opportunity to define the future in the industries we service. Our Values Our mission is to empower our plumbing and roofing customers to deliver results with the highest level of performance, quality, and efficiency. We do this by committing to getting better every day, and we welcome you as you are. We are consciously creating an environment where all people have an equal opportunity to succeed, where everyone feels included, and diversity is celebrated. Our Ideal Customer Service Representative will: Be a team player and have a “People-First” mindset, effective listening skills, excellent problem-solving skills, ability to adapt and to be organized. Provide strong customer service by going above and beyond to deliver timely and adequate support to customer and uphold and demonstrate IPS’ company mission and core values. Essential Duties and Responsibilities: Work together in a team environment to deliver winning results Building positive relationships with customers and co-workers Serve as backup for other customer service representatives Perform other duties as assigned, such as training, documenting processes and procedures •

Manage and Process Customer Order Entries: Enter and process customer orders and associated documents including purchase orders efficiently Proofreading and verifying all information prior to submitting Verify freight and payment terms for accuracy Review pricing and quantities discrepancies Run customer acknowledgment range daily/nightly • Manage inbound and outbound inquiries: Answering phone calls and emails from internal and external customers Providing trustworthy advice and information in a timely manner Perform upselling duties by generating and interpreting customer purchase history information •Develop working knowledge of IPS product offering, customer base and operational systems/processes: Developing an understanding of IPS parts, products and programs Developing an understanding of customer base Developing an understanding of operational systems and processes Troubleshooting problem orders/inquiries in a timely manner for customers Critical Success Factors for the Ideal Candidate Profile are: • Being a team player and working together to drive results results • Being a reliable partner to customers and building relationships • Shows initiative, adaptability, and flexibility (including work hours) • Ability to multi-task and work in a fast-paced environment • Decision-making, problem resolution and creative thinking skills • A willingness and ability to communicate needs, concerns, and questions openly • Willingness to learn, Eager to improve and open to feedback • Working knowledge of Microsoft Excel and Office 365 • An ability to be efficient in JD Edwards system Your Education and/or Background Experience will have: We're looking for a teammate who thinks and acts like an owner, displays humility, and values learning as much as winning. There is no perfect candidate, so please consider applying even if you don't have all the qualifications listed below. We're looking for strong candidates from all walks of life. High School Diploma or equivalency 1 to 3 years of order entry experience 1 to 3 years of customer service experience Excellent keyboard and data entry skills, eye for detail Education beyond High School degree, o 3 to 5 years prior order entry or customer service experience, in a high volume, call center environment. Prior experience working with an ERP system is highly desired (JD Edwards preferred). 1-2 years EDI experience In addition to assessing your interest in the role, please understand key aspects of the position below: Job Impact • In this role, the associate performs routine procedures according to defined standards. Confidential Data In this role, the associate has knowledge of pricing and new products, and cannot disclose customer information and prices to other customers. This role has no supervisory responsibility Working Conditions • Mainly sedentary office work, mostly sitting, involving keyboard input. Occasional physical labor when pulling documentation from storage areas. Surroundings are relatively pleasant and comfortable. Overtime may be required. • Must be able to work under stressful conditions. Must be able to handle unplanned changes in priority of work. The duties described above are indicative of the skills, knowledge, abilities and normal task assignments of this position. Additional duties requiring similar or lesser skills may be added anytime without the necessity for altering the description or reevaluating the position. Reasonable accommodations may be

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