Customer Service Representative - Fire & Sprinkler
About The Position
At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships. Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications. If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here. As a Customer Service Representative – Fire & Sprinkler, you will deliver a superior level of support to Potter’s customers, strengthening our long‑standing reputation for exceptional service and unwavering commitment. This role ensures every interaction reflects Potter’s standards of responsiveness, professionalism, and care. If you like helping people, solving problems, and being the reason someone’s day gets easier, this might be the perfect fit for you.
Requirements
- Associate’s degree (A.A.) or equivalent from a two‑year college or technical school.
- 1+ year of experience in Customer Service.
- Problem Solving — Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem‑solving situations; uses reason even when dealing with emotional topics.
- Customer Service — Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Judgment — Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in the decision‑making process; makes timely decisions.
- Acts with integrity, professionalism, and confidentiality
- Strong verbal and written communication skills
- Proactive time management and ability to work on many projects at various points of the product development cycle.
- Planning and organizational skills
- Bias for action and ability to work with a sense of urgency
- Collaboration skills
- Proficiency in Microsoft Office Suite
Responsibilities
- Verify and confirm orders and pricing to customers.
- Enter customer orders with accuracy and attention to detail.
- Maintain customer orders and related correspondence with the rapid response, courtesy, and accuracy that our customers have come to expect from Potter.
- Handle all customer calls, inquiries, and requests, including up‑selling when appropriate.
- Manage customer correspondence, including but not limited to follow‑up calls and courtesy calls.
- Handle requests and inquiries from Regional Sales Managers and Sales Rep agencies, providing outside sales staff with updated product information.
- Handle other requests from management on a timely basis.
- Coordinate mailing lists for the region as required by the marketing department.
- Process customer returns in a timely manner.
- Take on additional responsibilities as needed to support team goals and project milestones.
Benefits
- Employee Ownership Program
- Competitive health, dental, and vision plans
- 401(k) with company match
- Generous paid time off and holidays
- Continuous learning and development opportunities
- Financial Wellness programs including complimentary Certified Financial Planner sessions
- Recognition programs that celebrate individual and team wins
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
