Customer Experience Pro II — Water Heater Orders & Support

U.S. Water Heating; Oxnard (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Rheem North America in Oxnard, CA is seeking a Customer Experience Representative II to serve as the front-line contact for customers. You will handle product information, order processing, and warranty inquiries by phone and email, coordinating with shipping, production, control, and warehouse teams to fulfill customer requirements.

The role emphasizes delivering excellent service, resolving issues, and maintaining positive relationships with dealers, contractors, homeowners, and internal

Qualifications

• High School Diploma or equivalent.
• 3+ years of experience in customer service.
• Demonstrates data entry skills.
• Ability to carry out instructions furnished in written, oral, or diagram form.
• Excellent interpersonal skills including the ability to work with people inside and outside the Company in a professional and sincere manner.
• Excellent problem-solving skills.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment.

Responsibilities

• Confers with customers by telephone and email to provide information about products or services, orders, shipping changes, warranty and tracking information.
• Maintains harmonious relationships with customers and keeps sales staff informed of pertinent actions.
• Processes customer orders/changes/returns according to established policies and procedures.
• Coordinates with Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments to avoid delays and facilitate prompt deliveries.
• Reacts quickly to changing priorities, processes, and systems.
• Maintains extensive phone and email contact with dealers, wholesalers, retailers, plumbers/contractors, homeowners, and internal customers concerning production and shipping dates, price and availability of product, warranty information and returned goods.
• Takes ownership of customer complaints and acts accordingly to resolve and prevent recurrence of issues.
• Other duties as assigned.

Skills

Customer service

Data entry

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

Rheem North America in Oxnard, CA is seeking a Customer Experience Representative II to serve as the front-line contact for customers. You will handle product information, order processing, and warranty inquiries by phone and email, coordinating with shipping, production, control, and warehouse teams to fulfill customer requirements.

The role emphasizes delivering excellent service, resolving issues, and maintaining positive relationships with dealers, contractors, homeowners, and internal