Remote Customer Service Representative (Tier 2) Apply
Who Are We:
Viega is an expert in healthy drinking water in buildings and one of the key technology leaders in the installation sector. As a quality-focused family business employing almost 5000 people, the company has over 120 years of experience in building technology. Our role is to maintain and develop drinking water hygiene, energy efficiency, comfort and safety in buildings.
Our ten locations around the world lay the foundations for our success. Production is concentrated in four German facilities. Tailored solutions for local markets are made in the USA, China and India. Installation technology is the company's core expertise and the force constantly driving its growth. In addition to pipeline systems, our portfolio includes pre-wall and drainage technology; in total, our range encompasses more than 17,000 products. A wide range of complementary services completes our offering.
Our goal is to develop products and technologies that save resources and improve our quality of life. We are continually innovating to make this vision a reality.
What You Wil Do:
This role is responsible for providing excellent customer service through fast and accurate processing of orders, phone calls, and emails. This individual will communicate and coordinate with other departments to resolve inquiries and disputes while also answering general inquiries regarding pricing, products, shipment dates, etc. The individual is to ensure all pricing and customer information is accurate while providing a high level of customer satisfaction.
Responsibilities:
Customer Service
- Answers general inquiries via phone or email regarding pricing, products, scheduling, etc.
- Answers inbound Customer Service calls during business hours from sales team, wholesale customers, contractors, engineers, property owners, end users
- Provides order follow-up communications with customers, sales, and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.
- Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement
- Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions
- Receives and reviews customer return requests via email case or facsimile; research customer information to obtain data required for RMA, including but not limited to quantity, date of purchase, price, and part numbers; determines whether goods are within the return policy parameters based on company guidelines and procedures; determines appropriate return code for RMA
- Contact customers via phone or email to review RMA and processes; provides instructions regarding return, restocking fee, credit terms, or replacement; if applicable, discusses policy regarding special order or discontinued parts and associated shipping costs
- Receives and reviews customer warranty claim request via email case in Salesforce CRM; gather required information to process on warranty claims and testing release forms; ensure all details are documented within Salesforce case; determine if field scrap of product is the appropriate method to process
- Contacts customers via phone or email to review details and submit emailed communication for further steps; request additional customer documents if needed including invoices, photos, videos
- Receives and reviews shipment issue request via phone or email case; research shipment and tracking information including purchase order, packing list, Bill of Lading, Delivery Receipt, and carrier tracking websites
- Communicate with the internal freight department and/or carriers via phone or email in order to assist with customer resolution
- Document details in Salesforce CRM case for research requests from corresponding departments
- Responsible for creating product quotes in SAP
- Provide material stock information per incoming calls or email requests
- Research part numbers by utilizing technical documentation, website, catalog, or searching in SAP
- Answers incoming calls regarding pricing and availability or tracking shipments
- Provide detailed order information
- Provide support of Field Sales including returning customer phone calls, account and special pricing information, and product availability obtained through SAP, pulls requested data and literature, and forwards to appropriate individual
- Provide sales and customer information to Field Sales utilizing SAP and Salesforce CRM software; prepares reports and documentation as needed
- Research customer pricing on account to verify all pricing is accurate; utilizing price break tables, special price sheets, category pricing, job quotes, etc.
- Ensures all pricing, pricing calculators, and customer information has been entered accurately, according to sales agreement
- Investigates pricing discrepancies; if unable to resolve, contact pricing administrator or field sales to verify correct pricing information
- Responsible for entering and processing customer order changes accurately and efficiently into SAP
- Responsible for verifying orders for accuracy
- Communicating with customers regarding orders and shipping methods
- Responsible to make customer requested shipping method changes
- Assist with managing backlog of orders as necessary
- Rerouting orders as necessary
- Providing order follow-up and communications
- Maintaining accurate records
- Attends meetings as required and/or assigned in person or via remote meeting environment
- Attends meetings regarding new products and procedures to gain knowledge and better serve internal and external customers
- Performs other duties as required and/or assigned Special Job Dimensions Will be required to travel up to 5% of the time.
- Knowledge of computer programs including Microsoft Teams, Word, Excel, Outlook, SAP and Salesforce CRM
- Professional phone/follow-up skills
- Excellent customer service skills
- Strong interpersonal, written, and oral communication skills
- Ability to multi-task
- Excellent organizational and prioritization skills
- Ability to enter orders accurately with minimal errors
- Ability to handle difficult situations and determine appropriate resolution Ability to obtain and maintain product knowledge
- Ability to pay close attention to details
- Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
- Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
- HS Diploma / GED / Equivalent AND
- 3+ years of customer service/support experience
- Associate’s Degree preferred
Compensation:
$47,840 - $52,000
The essential functions and associated physical requirements contained in this document describe the general nature and level of the work performed by personnel assigned to the job. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the job responsibilities may vary from day to day. Major changes in areas of responsibility will require revision of this job description.
