Project Customer Service Representative
3 weeks ago
Job Summary:
At Pentair, we are seeking a highly skilled Project Customer Service Representative to join our team. As a key member of our commercial pool support team, you will be responsible for providing exceptional customer service to our internal and external customers. Your primary focus will be on supporting the project lifecycle, from quotation to delivery and installation. You will work closely with our distribution channel to ensure timely and accurate project execution. Your expertise in project management, customer service, and communication will be essential in maintaining strong relationships with our customers and stakeholders.
Key Responsibilities:
- Provide internal and external customers with exceptional customer service by documenting project stages, maintaining proper order lead times, and communicating project schedules to distribution.
- Examine processes with the Project Support Supervisor to identify areas for improvement and implement changes to enhance project efficiency.
- Record VOC regarding production rates, quality control, product packaging/shipping, and safety performance in Salesforce.
- Communicate with distribution to resolve customer service issues and provide project Gantt charts, PERT diagrams, and other necessary information.
- Monitor changing lead time conditions for configured and non-configured products for project orders.
- Understand product timelines, shipping requirements, and installation stages to ensure seamless project execution.
- Follow project document retention guidelines and enter purchase orders with order integrity in ERP.
- Process claims, RMAs, warranty, and report on trends within the product category with leadership.
- Serve as a technical resource for the external customer and internal staff, and as a SME for commercial products.
Requirements:
- Effective communication with writing and proofreading skills.
- Quality decision-making.
- Collaborates across multiple departments.
- Excel, Power BI, and PowerPoint presentation skills.
Education and/or Experience:
An associate or bachelor's degree is preferred. Work-related experience in a relevant or similar industry to pool equipment, pool construction, project support can be substituted for education. Proficiency in Excel, PowerPoint, and Power BI is considered a plus.
Language Skills:
Able to communicate effectively in the English language.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel:
Potential for light travel: 10%
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