Customer Service Representative - Order Entry

Company / Location Information

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

To provide or obtain sales order information, resolve order problems, and implement special requests by reviewing/entering orders via email, fax, and EDI. Then, to work with internal customers to plan and expedite delivery of ordered items as efficiently as possible.

Responsibilities

• Receives and handles customer requests and complaints regarding orders via phone, fax, or computer.
• Informs customers of parts prices, shipping dates, anticipated delays, and any additional information needed by customer.
• Follows up with customers when necessary to advise regarding shipment delays and/or to obtain additional information.
• Checks inventory and schedules shipment of customer orders.
• Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Deescalates upset customers and resolves issues in a professional manner.
• Monitors tools to identify past due orders and expedites planning process.
• Monitors and resolves any orders that are incomplete, blocked, or on-hold.
• Performs other duties as assigned by supervisor.
• Performs quality review audits of orders already processed.
• Prioritize incoming orders and requests by state of urgency.
• Assists with specialty heater customization process.
• Develops cohesive rep relations to ensure customer satisfaction.
• Identifies correct specs for units to ensure customer gets product that meets state/city/customer requirements.

Qualifications

• High School Diploma or GED; Associate degree preferred
• Demonstrated proficient computer skills including all MS Office products and utilizing different internet browsers
• Must have excellent communication skills
• Must be able to multi-task and work under time/date driven deadlines
• Must be able to work in a fast paced and changing environment with sense of urgency
• Must have problem solving/troubleshooting skills
• Typing speed of 45 WPM minimum
• Experience in SAP, preferred

Education

High School Diploma or GED

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.