Specialist, Technical Customer Service
Cherne
Why Oatey?
Since 1916, Oatey has provided reliable, high-quality products for the residential and commercial plumbing industries, with a commitment to delivering quality, building trust and improving lives. Today, Oatey operates a comprehensive manufacturing and distribution network comprised of industry leading family of companies: Oatey, Cherne, Keeney, Quick Drain, Hercules, Dearborn, GF Thompson, William H. Harvey, Masters, Contact, Belanger, Lansas, and Durgo.
At Oatey, we're doing big things — and by joining us, you'll have the chance to do big things too. You can build a strong career in an innovative, inclusive, high-performance environment, with the confidence that your company cares — about you, our customers and our world. Ready to make an impact in a place where you matter?
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Position Summary:
Responsible for satisfying customer inquiries via fax, phone and internet regarding products and product applications.
Position Responsibilities:
Work with customers to troubleshoot and resolve product application issues.
Make product recommendations based on customer requirements.
Respond to customer inquiries for product or order information from email, phone, fax or EDI. Coordinate with local sales agent to resolve customer application issues.
Ensure special instructions are clearly communicated in text with appropriate dates, initials, and buyer contacts.
Recommend and up sell products compatible with customer buying patterns and quotations.
Support Lean initiatives.
Edit orders for correct sales and shipping information, and ensure proper price is applied.
Make additions and deletions to existing orders according to existing policy and procedure.
Develop and deliver ongoing product application training for customer service staff, providing technical tips to assist customers.
Provide technical support during on site visits and virtual training.
Enter customer/product complaints/claims into our Quality Form (QF) system.
Answer customer inquiries through Bazaarvoice from our various distributors.
Knowledge and Experience:
In-depth product knowledge (product attributes and applications) in the Plumbing industry.
In-depth written and oral communication skills. Good listening and questioning skills.
In-depth customer service skills. Ability to problem solve and identify root cause.
Broad understanding of the manufacturing process.
Previous experience in a call center environment.
Previous experience in a technical support role.
PC Computer Proficiency: Word, Excel, etc.
In-depth emotional intelligence: behavioral maturity, demonstrated trust and integrity, high ethical standards, interpersonal competence and the ability to prevent, reduce and resolve conflict.
Bilingual (Spanish) a plus.
Education and Certification:
Undergraduate degree preferred
Pay Range: $56,846 - $88,111 annually