Customer Service Liaison

The Customer Service Liaison will serve as the central connection between customer experience, operations and IT workflows. They will identify emerging customer trends that influence long term process and policy Improvements while ensuring timely resolution of customer escalations.

This position will serve our Rheem Parts Division, located in Randleman, NC. 

• Accountable for identifying process improvements internally within Rheem Parts Division to support meeting/exceeding KPIs related to service levels, and customer satisfaction.
• Build strong, collaborative relationships with Rheem’s Call Center leadership and cross-
• functional stakeholders to ensure seamless support for parts customers across multiple lines of
• business.
• Conduct training on parts self-service tools and websites with internal or external parties as
• needed
• Define and maintain Parts policies as needed to enable robust customer support practices
• Analyze daily order reports to determine problematic orders, identify areas of attention at
• customer or product level, and plan of action for recovery together with Purchasing and
• Operations teams as necessary.
• Conduct daily/weekly post-mortem, together with Operations and IT Stakeholders on root
• causes for why an order did not ship, facilitate action planning and recovery plans.
• Monitor and respond to customer service/experience inquiries for product or order status in
• multiple Teams channels
• Will be owner for internal order escalations from our sales team, internal Customer experience
• teams or Executive leadership.
• Recommend, develop, and manage action plans to improve overall service and quality metrics.
• Maintain the highest levels of customer service standards and represent the overall best
• interests of Rheem Parts Division.
• Manage all customer service or customer experience projects and act as point of contact for
• various internal business owners.
• Partner with IT and Marketing to enhance online self-service resources for customers and our
• internal teams.
• Develop standardized response playbook on best practices in customer engagement and
• escalation handling.
• Performs other duties as assigned.

• Bachelor’s Degree and/or equivalent combination of education and experience required.
• 5+ years of Contact Center experience or similar work experience that demonstrates Customer
• Service skills and aptitude.
• Understanding of call center best practices, inbound program management, and CRM
• applications is preferred.
• Strong analytical skills with excellent computer skills.
• Excellent interpersonal, verbal and written communication skills.
• Solid time-management and organizational skills and ability to handle multiple tasks
• simultaneously is required.
• Must be computer literate with extensive working knowledge of Excel spreadsheets, Oracle
• ERP, and CRM Dynamics (other CRM experience acceptable).
• Ability to interact with all levels of management, including executive leadership team.
• Demonstrated ability to work independently.
• Ability to travel as needed, 10-20% maximum
• Demonstrated ability to manage projects from idea generation, planning and execution

HOW TO STAND OUT:

• Proficient in Oracle ERP 
• Working experience in Korber / High Jump Warehouse Management System 
• Experience in working with Microsoft Dynamics CRM

 

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At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day. Our Behavior Based Values set us apart:

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those o