Customer Service Representative - Omni Channel

GF Building Flow Solutions (former Uponor) is a division of GF and a leading provider of smart and sustainable solutions for the safe and efficient use of water in buildings. Our technologies ensure comfort, hygiene, and energy efficiency in residential and commercial environments across the globe.
Join us to be part of a forward-thinking, people-centered company where your ideas and contributions truly matter.

The Customer Service Representative - Omni Channel serves as the main point of contact for our retail customers in North America. This includes processing new purchase orders as well as status and changes, pricing, availability of product, shipping information, status of backorders, researching credits and providing information to other Uponor departments regarding sales, shipping status, errors and other needed data.  The Customer Service Representative - Omni Channel will support customers and teammates and work in multiple ecommerce systems answering emails, chats, calls and web requests.

This role is considered a HYBRID position with periodic onsite work at our headquarters in Apple Valley, Minnesota.

What you will be doing?

• Process Management Adheres to Customer Service/ Sales/Order Mgmt. policies and procedures pertinent to the effective and efficient operation of the organization. Accurately process incoming customer purchase orders, both manually and electronically.  Assist in the new account set-up process where applicable.
• Communication Manage all incoming requests in a positive and customer-centric manner. Respond to consumer-facing questions that help positively impact buyer behavior. Follow up on carrier claims & tracking, research discrepancies in shipping and receiving of orders. Take preventative or corrective action to avoid future shipping issues. Address inquiries and issues as they present themselves.
• Collaboration Act as a liaison between customer, manufacturer, and Ecommerce platforms. Work closely with Sales, Finance, Logistics, Supply Chain and others to resolve issues and identify opportunities that need to be addressed throughout the company.
• Reporting & Administration   Generate reports and complete actionable items from various customer portals. Understand reasoning regarding associated fees and take appropriate measures to alleviate future issues.  

What will you need?

• Requires an Associate’s degree or minimum 4 years combined education/CS   work experience.
• Possesses advanced technical acumen including proficiency with MS Office products and order management systems.
• Exceptionally detail oriented and organized
• Comfortable working in a fast-paced office environment
• Outgoing personality with excellent verbal and written communication skills
• Strong work ethic and a “do-what-it-takes” perspective, and ability to be a     strong team player
• Able to quickly learn to navigate and use our company’s order-entry system & CRM
• Must be able to interpret customer needs as well as department personnel.
• Proven mastery to work independently with limited supervision while balancing a competing workload and shifting priorities day to day in order to meet business needs while maintaining a high level of accuracy, efficiency and attention to detail.
• Excellent oral and written communication skills, decision-making, analytical and human relations skills, sound and independent judgment.

Preferred

• Experience and knowledge of Oracle ERP systems
• Experience working in customer web portals
• Experience with retail channel order management

What will you get?

• Best-in-class health benefits (medical, dental, vision)
• 160 hours paid time off (combination of PTO and Employee Safe and Sick Time accruals- MN Based Employees)
• For more information: https://www.uponorcareers.com/en-us/employee-benefits

Disclaimers

Applicable to US job postings only (not Canada): The expected compensation range for this position is $24.69-$37.03/hour. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. Internal equity among current employees will also be considered. Please note that this range re