Customer Service Representative

Why Join Our Team?

Do you want to be part of a team that is making a positive difference in lives across the globe? Do you want to be part of a culture where you are recognized, respected, and rewarded for a job well done? U.S. Pipe has been providing quality water and wastewater products since 1899, and for the past 120 years we have proudly supported local governments, municipalities, water departments, and businesses across the United States, and the world.

What We Offer:

• Team Collaboration: Join a team-oriented environment where collaboration is not just a buzzword but a priority.
• Career Growth: Be part of an industry leader renowned for world-class design, manufacturing, sourcing, and distribution, and take your career to the next level.
• Comprehensive Benefits: We provide a comprehensive benefits package with options tailored to meet your needs and those of your family.

About the Role:

U.S. Pipe is seeking a Customer Service Representative to join our team. Provides inside sales support, account and order management, order entry, invoicing, and quoting for the US Pipe customers for the purpose of meeting the objectives of the company.

Specific Responsibilities:

• Coordinates all assigned orders to include all tasks required to process and expedite the order accurately and timely and to ensure customer satisfaction.
• Performs order entry, providing quotations, checking pricing, coordinating with other departments, notifying customers of shipment information, and assisting other Inside Sales Reps.
• Provides Sales Representatives and/or customers with pricing.
• Provides all information necessary to meet customer inquiries and works with customers to offer alternatives to help resolve problems, following up on quotes, orders, and shipping dates.
• Follows up with sales representatives and / or customers on each job to completion.
• Fax or email a copy of the quote to the sales representative.
• Maintains and files all proper records related to customer inquiries, orders, and customer requests related to specific jobs.
• Sends job specifications and submittals to customers, communicates to customers, and provides information requested.
• Completes quote logs for each quote entered over $5,000 and enters orders into Microsoft NAV, complete quality checklist.
• Monitors, evaluates, and presents solutions to potential problem areas affecting Customer Service.
• Communicates with shop to determine issues and communicates same to customer.
• Prepares customer complaints, records information, resolves customer conflicts and emergencies.
• Prepares and forwards preliminary paperwork for return of material.
• Completes return goods authorization for customers and fax to customers.
• Assures compliance with policies, procedures, and regulations.
• Updates the work board for accuracy of current and future orders.
• Works with shop to determine delivery dates and follow up on existing orders.
• Responsible for coordinating the work board with the branch manager or designate.
• Actively involved in production meetings to ensure proper customer communications.
• Contact customers after the order is processed and delivered to confirm the customer’s level of satisfaction with the order.
• Mails catalogs and other literature required by customers.
• Perform other duties as assigned.

Qualifications:

• Minimum high school graduate or equivalent. Some college or technical training is a plus.
• Must have at least 2 to 4 years of previous customer service experience in a fast paced and high-volume call center environment.
• Must have a strong working knowledge of Microsoft Excel, Word, Outlook, and PowerPoint software.
• Previous customer service assignments in an industrial or manufacturing sales environment are preferred.
• Professional behavior in the workplace and on the phone is required.
• Requires diligent presence in work area to be responsive to customer calls and e-mails.
• Good patience and ability to deal with people.
• Strong ability to meet deadlines and manage information from multiple locations.
• Strong attention to accuracy and detail