Customer Service Representative
Atlanta, GA, United States
Reliance Worldwide Corporation
Position: Sales Support Representative
Reports To: Customer Service Manager
Location: Atlanta, GA
Company Description
Plumbing Matters. We make it better.
Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating, construction, and fluid technologies to make our customers lives easier, while sustainably delivering unrivalled returns. We are publicly traded on the Australian Stock Exchange (ASX) and headquartered in Atlanta, Georgia, USA with regional headquarters in Brisbane, Australia and London, UK. Our global family of brands are driven to make a lasting impact we are better for our planet, better for our people, and better on our commitments. We operate in 45 facilities across 20 countries. Were acquisitive and were laser-focused on growth.
Role Profile
A Sales Support Representatives job is primarily to assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.
Principal Responsibilities
Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
Process orders of all types
Process Warranty and Courtesy Replacement orders
Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
Record details of actions taken
Communicate and coordinate with our Internal Sales Representatives (ISR)
Communicate directly with our Manufactures Rep Agencies
Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
Other duties as required
Essential Functions
Ability to work in a team environment as well as being a self-starter of improvement projects
Exceptional verbal and written communication skills
Exceptional troubleshooting skills
Must be able to communicate effectively, both verbally and in writing
Must have the ability to work well within a business environment and the ability to multitask
Education, Knowledge, Skills and Expertise
HS Diploma required, some college preferred
Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
Experience in Business Management Software (i.e. SAP) is preferred but not required
Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.
Ability to offer prompt, effective support to warehouse, plant and corporate office environments.
Working Conditions and Physical Demands
This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
Department is open from 7am 6pm EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel.
Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.
Benefits Include
Traditional and Roth 401k - with up to 4% company match
Health insurance
Dental insurance
Vision insurance
Employee assistance program
Flexible spending account
Life insurance
Paid time off
Tuition reimbursement
Employee Stock Share Plan
100% paid 10-week maternity leave
100% paid 2-week paternity leave