Customer Service Representative I

A.Y. McDonald Mfg. Co; Dubuque (IA); On-site; USD 45,000 - 60,000; Full time

Job summary

A.Y. McDonald Mfg. Co. in Dubuque, IA is seeking an on-site Customer Service / Inside Sales associate to assist customers and field sales reps with orders, provide technical information, price quotes, and delivery details via phone and email.

The role requires strong communication, CRM/ERP proficiency, and a People-First approach to ensure accurate order processing and positive customer experiences; on-site facility with benefits described.

Qualifications

• Associate's degree or equivalent from two-year college or technical school, or related experience.
• 6 months to 1 year of related experience and/or training, or equivalent combination.
• Experience with customer service and order processing preferred.

Responsibilities

• Answer phone calls and process inquiry emails from customers and field sales reps.
• Process orders received via email and EDI.
• Assist customers with the portal and troubleshoot AY McDonald customer website.
• Provide pricing, delivery information, and policy details on freight allowances and discounts.
• Provide technical information to help customers select products.
• Log activities in CRM and update information as needed.
• Coordinate with subsidiaries to improve operations and customer experience.

Skills

Customer service

Communication

CRM

ERP systems

Education

Associate's degree or equivalent

Tools

Epicor

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 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.