Customer Service Associate (Temp-to-Hire Position)

Bobrick Washroom Equipment, Inc•Los Angeles, CA

6d•Onsite

About The Position

As a Customer Service Associate, you'll be the primary point of contact for our direct sales partners including distributors, manufacturers' representatives, architects, and end users. In this role, you'll process orders for Bobrick washroom accessories and partitions, respond to customer inquiries via phone and email, and collaborate with teams across the organization to ensure orders are completed accurately and on time. Your attention to detail, communication skills, and commitment to providing a positive customer experience will play a key role in supporting our customers and contributing to Bobrick's continued success. This role is intended to start as a temporary assignment (8 - 12 months) with likelihood for full-time employment. You will also receive full benefits in this position.

Requirements

Associate degree or equivalent technical education with 3+ years of customer service or retail sales experience; 5+ years of related experience may be considered in lieu of a degree.
Strong customer service, interpersonal, and communication skills.
Excellent attention to detail, organization, and follow-through.
Accurate data entry skills and ERP/order management experience.
Ability to manage multiple priorities and meet changing customer deadlines in a fast-paced environment.
Strong technical aptitude with the ability to interpret specifications, blueprints, plans, submittals, and installation documents.
Excellent critical thinking and problem-solving skills with a customer-focused approach.
Ability to quickly locate and apply information from catalogs, procedures, and online resources.
Willingness to learn, accept feedback, and continuously develop.
Working knowledge of commercial drafting standards and ADA requirements.
Ability to interpret sketches, notes, and architectural drawings and create installation drawings with minimal supervision.
Strong math skills, including working with fractions, and exceptional accuracy.
Working knowledge of Microsoft Office 365, Zendesk, Dialpad, Adobe Acrobat Pro, Nitro, and Visio.
Ability to use OCR software to convert scanned documents into editable files.
Proficient in creating, editing, converting, and combining Microsoft Office and PDF documents, including eSignature functionality.
Ability to read and interpret engineering drawings, floor plans, layouts, and technical diagrams.
Typing speed of 40+ words per minute.

Nice To Haves

Bachelor's degree preferred.
Experience with AutoCAD, Nitro, Visio, or similar software is highly preferred.

Responsibilities

Deliver consistent, high-quality customer service in collaboration with the Customer Service team.
Support Customer Service vision, mission, and strategic initiatives.
Respond to distributors, manufacturer's representatives, architects, and end users via phone, email, and fax to process orders, provide technical support, and resolve customer issues.
Manage customer inquiries related to order status, pricing, availability, shipment tracking, order changes, returns, installation, and technical support.
Meet department standards for accuracy, responsiveness, and productivity.
Develop and maintain knowledge of Bobrick accessories, partitions, and replacement parts.
Utilize department resources, including Bobrick.com, to answer product and installation questions.
Process purchase orders and enter customer orders, including quoted orders, into the ERP system.
Partner with Sales, Credit, Shipping, Production Control, Purchasing, and manufacturer's representatives to resolve order and shipment issues.
Investigate shipping issues and coordinate with the Transportation team on carrier claims.
Process no-charge replacement and warranty part orders for lost or damaged shipments.
Coordinate order schedule changes with internal departments and communicate updates to customers and representatives.
Evaluate customer issues, determine appropriate solutions, and document actions according to company procedures.
Recommend process improvements that enhance department efficiency and customer service.
Participate in the department's employee development and training program.