Client Support Associate

1 week ago

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

RELIANCE WORLDWIDE is a dynamic organization that is transforming the plumbing sector. As a prominent manufacturer of water management systems and plumbing solutions, we cater to residential, commercial, and industrial markets. Our diverse range of brands includes top-tier names such as SharkBiteTMPush-to-Connect plumbing solutions, HoldRiteTM engineered plumbing and mechanical 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 in search of a dedicated Customer Service Specialist to enhance our team. This role involves addressing customer inquiries, concerns, and requests related to our products and services through various communication channels.

Key Responsibilities:

  • Act as a primary contact for a designated territory or channel while being open to tasks beyond the assigned area.
  • Respond swiftly to customer inquiries.
  • Resolve customer complaints effectively.
  • Gather and assess all pertinent information to address inquiries about pricing, product availability, and complaints.
  • Process a variety of orders.
  • Handle Warranty and Courtesy Replacement orders.
  • Document customer interactions in our Customer Relationship Management (CRM) system, including inquiries, comments, and complaints.
  • Record 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 needed.
  • Perform additional duties as required.

Essential Qualifications:

  • Ability to thrive in a team setting while also being a proactive contributor to improvement initiatives.
  • Outstanding verbal and written communication abilities.
  • Strong troubleshooting capabilities.
  • Effective communication skills, both verbal and written.
  • Capacity to function well in a business environment and manage multiple tasks.

Required Education and Experience:

Education:

  • High School Diploma is mandatory; some college education is preferred.

Experience:

  • Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  • Experience in multitasking and working independently in a fast-paced environment, along with strong analytical and problem-solving skills.
  • Ability to provide timely and effective support to warehouse, plant, and corporate office settings.
  • Familiarity with Business Management Software (e.g., SAP) is advantageous but not essential.
  • Strong interpersonal skills and the ability to communicate effectively with both internal and external partners.
  • Efficient, independent work style with a focus on accuracy, confidentiality, sound judgment, and timely decision-making.

Competencies:

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

Work Environment:

  • This role primarily operates in an office setting but may also involve time in the warehouse and manufacturing environments.
  • The department operates within a flexible schedule to accommodate service coverage.
  • The job requires both sitting and standing, along with the physical agility to connect equipment in various configurations. Excellent vision, hearing, speech, and motor skills are essential for performing the job's core functions.

Benefits:

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

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