Customer Experience Representative III

Rheem Manufacturing Company; Pine Brook (NJ); On-site; USD 52,000 - 66,000; Full time

Job summary

Rheem Manufacturing Company in Pine Brook, NJ seeks a Customer Experience Representative III to deliver outstanding service to internal and external customers and outside sales staff. You will handle information on products, orders, shipping and warranty, and support manufacturing scheduling and data entry tasks.

Strong communication and problem-solving skills are essential. Responsibilities include coordinating with Sales, Accounting, Scheduling, Shipping, and Production Control to ensure

Qualifications

• High School Diploma or equivalent.
• 5+ years of experience in customer service.
• Proficient in MS Office and data entry.
• Excellent communication and problem-solving skills.

Responsibilities

• Confer with customers by phone and email to provide information about products, orders, shipping, warranty and tracking information.
• Maintain relationships with customers; keep field sales staff informed of actions affecting them.
• Process customer orders/changes/returns per policies.
• Coordinate with Sales, Accounting, Scheduling, Shipping, Production Control, Logistics and others to avoid delays and ensure prompt deliveries.
• Address and resolve customer complaints to prevent recurrence.
• Perform other duties as assigned.

Skills

Data entry

Communication

Problem solving

Attention to detail

Teamwork

MS Office

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

The Customer Experience Representative III is responsible for providing effective customer service for internal and external customers and outside sales staff by using in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. Additional responsibilities include data entry and project scheduling for manufacturing. This position will serve our Rheem North America, located in Pine Brook, NJ.

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. 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/returns 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 products, warranty information and returned goods.
• Takes ownership of customer complaints and acts accordingly to resolve and prevent reoccurrence of issues.
• Performs other duties as assigned.

Qualifications

• High School Diploma or equivalent
• 5+ 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.

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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 of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.