Customer Service Representative I - Hydrants/Valves

COMPANY

Waterous Company manufactures the most innovative pumps, hydrants and valves that are crucial components to the longstanding tradition of saving lives and protecting citizens. Waterous is a privately owned South St. Paul manufacturer, around since 1886, that continues to instill confidence and trust with firefighters in the national and global markets served. We are 275 employees strong with tenures as long as 45 years, and we continue to foster a safe and rewarding work environment.

BENEFITS

Affordable health insurance and vision plan, Employer paid dental insurance (if enrolled in health plan), Employer HSA contribution (if enrolled in high deductible health plan), Generous quarterly bonus opportunity upon eligibility, 401K company match and additional company contribution. Paid vacation, 10 paid holidays, Employer paid Group Term Life insurance, Short Term Disability, AD&D Insurance, Voluntary Life and AD&D Insurance. On-site fitness center, Employee Recognition and Anniversary Programs, Tuition reimbursement.

JOB SUMMARY

Communicate and provide technical information to waterworks distributors, sales force, and end users. Adapt customers’ orders to internal systems. Provide quality customer service and enhance customer relations which will promote repeat business.
This is an on-site position.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answer communications (phone, fax, e-mail etc.) regarding pricing orders, shipments, expediting orders, minor technical information, credits and/or debits, and handling shortages etc. with customers, distributors, and field sales personnel.
• Prepare and process incoming orders in business system per work instructions.
• Assist customers in trouble-shooting service problems by gathering the facts from the customer and by using Waterous technical resources.
• Act as primary liaison between Production/Shipping and customers/distributors/field sales personnel.
• Maintain files and company records on orders, municipalities, product failures, defective parts, service complaints, hydrant and valve specifications, territory discounts, price books, customer, and distributor lists, as well as parts matrix.
• Process returned goods authorizations for hydrants, valves, and parts.
• Create credit and debit memos when necessary.
• Work with engineering when new products or non-configurable items are required.
• Back up CSRs when requested.
• When directed, travel with AFC Sales Representative locally for field training.
• Process literature requests when required.

EDUCATION/EXPERIENCE/ABILITIES

• 2 years customer services experience preferred; manufacturing environment preferred.
• Some secondary education preferred.
• Familiarity with computer systems required (MS office).
• Ability to communicate with various individuals and handle difficult situations under highly stressful situations.
• Math, technical, and mechanical aptitude are helpful.
• Ability to work overtime occasionally as needed.
• Ability to safely go out onto the shop floor as necessary.
• Experience with JD Edwards and Salesforce desired.