Customer Service Representative

Water-Right, Inc., based in Appleton, Wisconsin, is A. O. Smith's dedicated water quality solutions provider. They are seeking a dedicated Customer Service Coordinator to serve as a vital link between customers and the company, ensuring seamless communication and efficient processing of customer orders and inquiries.

Responsibilities:

• Utilize SAP efficiently to enter and manage customer parts orders, ensuring accuracy and completeness
• Input customer information and create cases in Salesforce for inquiries, requests, and issue resolution
• Receive, document, and manage customer requests and complaints via phone, fax, or digital communication channels
• Inform customers about parts pricing, shipping dates, potential delays, and other relevant information
• Proactively contact customers regarding shipment delays or to gather additional information as needed
• Check inventory levels and coordinate the scheduling of shipments to meet customer deadlines
• Follow up on orders to ensure timely delivery and address any issues that may arise during the process
• Verify pricing, discounts, and customer account details to ensure accuracy in transactions
• Collaborate with production, sales, shipping, warehouse, and carriers to expedite or trace shipments
• Compile statistical data and prepare reports for management, including parts replacement, cross-references, and bulletins
• Handle irate or difficult customers professionally, aiming to resolve issues satisfactorily
• Gather and document customer feedback to improve service quality and product offerings
• Participate in ongoing updates and improvements of parts identification tools and systems
• Perform additional duties as assigned by supervisors to support team objectives

Requirements:

• A minimum of three years of relevant work experience or training in customer service, preferably within a manufacturing or distribution environment
• Proficiency in MS Word, MS Excel, email, and Windows operating systems
• Strong communication skills, both verbal and written
• Ability to listen actively, clarify instructions, and complete administrative tasks accurately and punctually
• Prioritization and efficient time management skills
• A sense of accountability and a commitment to follow through on commitments
• Demonstrating accuracy, thoroughness, and a professional attitude when handling irate customers or sensitive issues
• A high school diploma or GED