Customer Service Representative I

A.Y. McDonald Mfg. Co.•Dubuque, IA

2h•Onsite

About The Position

A.Y. McDonald Mfg. Co. is a leading manufacturer of water works brass, plumbing valves, and water systems, and natural gas valves and meter bars. The company was founded in 1856 and is committed to taking care of the customer – our boss, through our growing investments of education, automation, and innovation. A career at A.Y. McDonald Mfg. Co. comes with a family friendly culture, on-the-job training, advancement opportunities, and the chance to make a difference every single day. Summary: Assist customers and field sales representatives with placing orders, providing technical information, pricing of products, and delivery information via phone and email. It is essential the following duties and responsibilities have a People First approach as “This Company Runs on People”.

Requirements

Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Answer phone calls within Group 1 and process inquiry e-mails from customers and field sales representatives.
May process return goods which includes unwanted materials for customer and making final dispositions on credits. Which would include research all returns; pull invoices, purchase orders and pertinent information for the request.
Process orders received via e-mail, and EDI.
Assist the customer with the portal and troubleshooting on AY McDonald customer website.
Supply information to customers and field sales representatives via phone and e-mail on availability, pricing, policies regarding freight allowances, quantity discounts, and
Provide technical information via phone to customers to assist in their selection of the current product for their application.
Assist in gathering information via phone for special pricing, which includes crossing over the competitor's part number to the A.Y. part number.
Record activities in CRM, such as logging certain types of phone calls, and update and review other information in CRM as needed.
Coordinate with subsidiaries to strengthen operations and elevate customer experience
Prioritizes a people-first approach while maintaining efficiency and accuracy
Collaborate effectively with cross-functional teams to ensure smooth operations
Balances technical expertise with a service-oriented attitude
Builds and maintains positive relationships with internal and external customers
Accurately and efficiently input customer purchase orders in Epicor, ensuring all details are correct and complete, including but not limited to AY and Cambridge Brass.
Send Sales Order Acknowledgements
Start the workflow and complete the process for new customer setups in Epicor.
Process requests for new part number setups.
Performs other duties as assigned.