Lead Customer Service Agent II

Ecolab is seeking a Lead Customer Service Agent II to support the Corporate Account organization and field associates by providing customer service, support and timely processing of leasing information, as well as take orders and coordinate the shipments. The Asset Management team will look to this person as a leader in the department for direction, coaching and guidance. In addition, this person will work independently of the supervisor, and requires an advanced level of decision making, accuracy, communication and problem solving skills.

What’s in it For You:

• The opportunity to take on some of the world’s most meaningful challenges, helping customers achieve clean water, safe food, abundant energy and healthy environments
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best

What You Will Do: 

• Manage Support, Idle Resolution and Business Transfer queues via eGain software
• Support Asset Management agents by managing and effectively responding to incoming PAL calls
• Monitor EQ, ENQ, POL, Pending and Open Return reports
• Own, create procedures and follow document control process for Admin Lead Quick Reference Guide
• Manage escalated shipping situations and keep Field reps in the loop of order/return status
• Complete reporting and work directly with collection agencies regarding idle machines
• Process Contract Change Requests (CCR’s) via CMS for pricing changes, contract conversions, product exceptions and credit and rebills
• Prepare Master Leases for the AVP organization
• Review signed Product and Service Supply agreements and load into mainframe
• Sets up seasonal billing
• Sets up Product exceptions on the account level and contract level
• Serve as a subject matter expert for special projects
• Process rental agreements by reviewing for accuracy and creating billing and equipment orders
• Respond daily to calls from Field associates

Minimum Qualifications:  

• High School diploma or equivalent   
• Two to four years related customer service, sales, or administrative experience
• Order entry/order processing experience using IDV01 mainframe
   

Preferred Qualifications: 

• Proficient in Microsoft Outlook
• Excellent attendance
• Strong oral and written communication skills 
• Strong organizational skills and detail oriented
• Ability to drive results
• Proven ability to resolve problems independently and take appropriate action in a timely manner 
• Asset Management experience
• Bachelor’s degree in business or related field
• Must be enthusiastic, professional, and courteous
• Ability to work independently in a multi-division, fast paced environment
• Excellent customer service skills
• Inventory control experience 
• Knowledge of Ecolab's policies and procedures

Benefits 

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits. 

If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at jobs.ecolab.com/working-here. 

Covid-19 Vaccine Notice

Due to local mandates and customer requirements, applicants for certain customer-facing positions must be fully vaccinated (which in some situations requires a booster if eligible), unless a religious or medical accommodation is requested by the applicant and approved by Ecolab. 

Americans with Disabilities Act (ADA) 

Ecolab will provide reasonable accommodation (such as a qualified sign language interpreter or other personal assistance) with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please visit the Recruiting Support link in the footer of each page of our career website.