Customer Experience Representative III

Rheem Manufacturing Company • Montville Township, NJ

3d

About The Position

The Customer Experience Representative III communicates with customers by telephone and email to provide information about products and services, orders, shipping changes, warranties, and tracking. The role maintains positive customer relationships and serves as an extension of field sales staff, keeping salespeople informed of relevant actions.

The representative processes customer orders, changes, and returns according to established department policies and procedures. The role also coordinates with Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments to reduce delays and facilitate prompt deliveries. It involves frequent contact with dealers, wholesalers, retailers, plumbers and contractors, homeowners, and internal customers regarding production and shipping dates, product pricing and availability, warranty information, and returned goods. The representative takes ownership of customer complaints and works to resolve issues and prevent their recurrence. Other duties may be assigned.

Responsibilities

• Provide customers with information about products and services, orders, shipping changes, warranties, and tracking by telephone and email.
• Maintain harmonious customer relationships and act as an extension of field sales staff.
• Keep field salespeople informed of pertinent actions affecting them.
• Process customer orders, changes, and returns according to established department policies and procedures.
• Coordinate with Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments to reduce delays and facilitate prompt deliveries.
• Maintain frequent phone and email contact with dealers, wholesalers, retailers, plumbers and contractors, homeowners, and internal customers about production and shipping dates, product pricing and availability, warranty information, and returned goods.
• Take ownership of customer complaints, resolve them, and help prevent recurrence.
• Perform other duties as assigned.
• Respond quickly to changing priorities, processes, and systems.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed