Customer Service Representative I

Talentify; Dubuque (IA); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Paid time off

Job summary

A.Y. McDonald Mfg. Co.

in Dubuque, IA seeks a detail-oriented Customer Service Associate to assist customers and field sales representatives with orders, pricing, and delivery information. This on-site role emphasizes a People First approach and accurate data entry in Epicor. You will process orders by email and EDI, provide technical information for product selection, support portal use, and maintain CRM records.

Qualifications

• Associate degree or equivalent required; 6 months to 1 year experience in similar role or training beneficial.
• Ability to work with customers and field sales reps to provide pricing, delivery information, and product details.
• Experience using ERP/CRM systems such as Epicor and CRM tools is a plus.

Responsibilities

• Answer calls and process inquiry emails from customers and field reps.
• Process orders via email and EDI; assist with portal usage and troubleshooting.
• Provide pricing, freight policies, and product availability information to customers.
• Record activities in CRM and coordinate with subsidiaries to improve operations.
• Input purchase orders accurately in Epicor and generate order acknowledgments.

Skills

CRM

Customer service

Technical information

Cross-functional collaboration

Education

Associate degree or equivalent

Tools

Epicor ERP

EDI

Job description

A.Y. McDonald Mfg. Co. is a leading manufacturer of water works brass, plumbing valves, and water systems, and natural gas valves and meter bars. The company was founded in 1856 and is committed to taking care of the customer – our boss, through our growing investments of education, automation, and innovation. A career at A.Y. McDonald Mfg. Co. comes with a family friendly culture, on-the-job training, advancement opportunities, and the chance to make a difference every single day.

Summary

Assist customers and field sales representatives with placing orders, providing technical information, pricing of products, and delivery information via phone and email. It is essential the following duties and responsibilities have a People First approach as “This Company Runs on People”.

Primary Responsibilities

• Answer phone calls within Group 1 and process inquiry e-mails from customers and field sales representatives.
• May process return goods which includes unwanted materials for customer and making final dispositions on credits. Which would include research all returns; pull invoices, purchase orders and pertinent information for the request.
• Process orders received via e-mail, and EDI.
• Assist the customer with the portal and troubleshooting on AY McDonald customer website.
• Supply information to customers and field sales representatives via phone and e-mail on availability, pricing, policies regarding freight allowances, quantity discounts, and
• Provide technical information via phone to customers to assist in their selection of the current product for their application.
• Assist in gathering information via phone for special pricing, which includes crossing over the competitor's part number to the A.Y. part number.
• May process return goods which includes unwanted materials for customer and making final dispositions on credits. Which would include research all returns; pull invoices, purchase orders and pertinent information for the request.
• Record activities in CRM, such as logging certain types of phone calls, and update and review other information in CRM as needed.
• Coordinate with subsidiaries to strengthen operations and elevate customer experience
• Prioritizes a people-first approach while maintaining efficiency and accuracy
• Collaborate effectively with cross-functional teams to ensure smooth operations
• Balances technical expertise with a service-oriented attitude
• Builds and maintains positive relationships with internal and external customers
• Accurately and efficiently input customer purchase orders in Epicor, ensuring all details are correct and complete, including but not limited to AY and Cambridge Brass.
• Send Sales Order Acknowledgements
• Start the workflow and complete the process for new customer setups in Epicor.
• Process requests for new part number setups.
• Performs other duties as assigned.

Required Qualifications

Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Benefits

Benefits include major medical (BCBS), Delta dental and vision, company sponsored basic life insurance and short-term disability. Voluntary life insurance, accidental death and dismemberment, and long-term disability available. Competitive 401(k) with company matching, generous PTO, 10 paid holidays, and company giveaways, family picnics, and more!

This position will work on-site at our Dubuque, Iowa facility.

A pre-employment Background Check and 6 panel (no THC) Drug screen required.

A.Y. McDonald Mfg. Co. is an equal opportunity employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.