Customer Care Specialist

1 week ago

Rockwall, Texas, United States RELIANCE WORLDWIDE Full time
Job Overview

RELIANCE WORLDWIDE is a dynamic and innovative leader in the plumbing sector, recognized for our cutting-edge water control systems and plumbing solutions tailored for residential, commercial, and industrial markets. Our esteemed brands include SharkBiteTMPush-to-Connect plumbing solutions, HoldRiteTM engineered plumbing solutions, Cash AcmeTM control valves, John GuestTM fittings, and fluid dispense products, as well as EZ-FloTM and EastmanTM quality plumbing products.

Position Overview:

We are seeking a dedicated Customer Care Specialist to enhance our team. The Customer Care Specialist will be responsible for addressing customer inquiries, concerns, and requests regarding our products and services through various communication channels.

Key Responsibilities:

  • Act as a primary contact for a designated territory or channel while also engaging in tasks beyond the assigned area.
  • Respond swiftly to customer inquiries.
  • Manage and resolve customer complaints effectively.
  • Gather and assess all pertinent information to address inquiries related to pricing, product availability, and complaints.
  • Process various types of orders efficiently.
  • Handle Warranty and Courtesy Replacement orders.
  • Document customer interactions in our Customer Relationship Management (CRM) system, including inquiries, comments, and complaints.
  • Record details of actions taken for reference.
  • Collaborate and communicate with our Internal Sales Representatives (ISR).
  • Engage directly with our Manufacturer Representative Agencies.
  • Support assigned Inside Sales Team members and provide backup as necessary.
  • Perform additional duties as required.

Essential Qualifications:

  • Ability to thrive in a team-oriented environment while also being a proactive contributor to improvement initiatives.
  • Outstanding verbal and written communication skills.
  • Strong troubleshooting abilities.
  • Effective communication skills, both verbally and in writing.
  • Capacity to work efficiently in a business setting and manage multiple tasks simultaneously.

Required Qualifications:

Education:

  • High School Diploma required; some college education preferred.

Experience:

  • Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  • Experience in multitasking and working independently in a fast-paced environment, with strong analytical and problem-solving skills.
  • Ability to provide prompt and effective support to warehouse, plant, and corporate office environments.
  • Familiarity with Business Management Software (e.g., SAP) is preferred but not mandatory.
  • Strong interpersonal skills and the ability to communicate effectively with both internal and external business partners.
  • Efficient, independent work style with attention to detail, maintaining confidentiality, exercising sound judgment, and making timely decisions.

Competencies:

  • Excellent negotiation and relationship-building skills.
  • Self-motivated with the initiative to stay ahead in a competitive landscape.
  • Proficient in Microsoft Office products.
  • Exceptional written, verbal, and presentation skills.
  • Strong time management and organizational abilities.
  • Capability to manage multiple projects and meet deadlines effectively.

Working Environment:

  • This role will primarily be office-based but may also involve time spent in the warehouse and manufacturing settings.
  • The department operates to accommodate service coverage across various time zones. A regular 8-hour work schedule is expected within this framework.
  • The job requires both sitting and standing, along with the flexibility to move and connect equipment in different setups. Excellent vision, hearing, speech, and motor skills are essential for performing the job's core functions.

Benefits:

  • Traditional and Roth 401k with up to 4% company match.
  • Comprehensive health insurance.
  • Dental and vision insurance.
  • Employee assistance program.
  • Flexible spending account.
  • Life insurance coverage.
  • Paid time off.
  • Tuition reimbursement opportunities.
  • Employee Stock Share Plan.
  • Generous maternity and paternity leave policies.

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