Customer Experience Representative II

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

TheCustomer Experience Representative IIis the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email.

This position will support Rheem North America, located inOxnard, CA. This is an on-site position.

• 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. Acts as an extension to the field sales staff. Keeps salespersons in the field informed of all pertinent actions affecting them.
• Processes customer orders/changes/return according to established department policies and procedures.
• Coordinates with the Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments as needed eliminating delays and facilitating 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 reoccurrence of issues.
• Other duties as assigned.

• 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 relevant software such as MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.