Customer Service Representative - Industrial

Pepco Sales Of Dallas • Dallas, TX

2d

About The Position

Pepco Sales is a manufacturer’s representative agency serving residential, commercial, and industrial markets for new construction, repair, and remodeling. The company operates in Texas, Oklahoma, Arkansas, Louisiana, and New Mexico, and also distributes goods through more than 100,000 square feet of distribution space in Texas. Its mission is to deliver value and opportunities to its marketplace and stakeholders through a professional, efficient, knowledgeable, diverse, and technology-forward team serving construction-industry segments including Plumbing/Mechanical, HVAC/R, and Waterworks.

The Customer Service Representative serves as an information interface between customers and manufacturer resources, outside salespeople, and internal departments. The role provides customer service and product delivery intended to exceed customer expectations. By communicating proactively, completing work accurately, and building trust with customers and sales representatives, the representative helps customers navigate manufacturer processes and makes the company easier to do business with.

The position requires strong learning, research, communication, organization, and information-management abilities. Success is measured through execution of key service tasks and associated KPIs; the posting also states that success and bonuses are earned through those tasks.

Requirements

• An associate degree, equivalent technical degree, two or more years of industry experience, or some college is required.
• English language proficiency is required.
• Strong learning and research capabilities.
• Knowledge of CRM and ERP systems.
• Strong email skills and organizational capabilities.
• Exceptional phone communication skills and charisma.
• Ability to use and customize tools to stay organized and complete tasks by deadlines.
• Strong information and data management skills.
• Ability to remain calm under pressure.
• A high sense of urgency.

Nice To Haves

• Knowledge of the company’s core industries: Plumbing, HVAC, water heaters, pipe valves and fittings (PVF), plumbing fixtures, plumbing specialties, and HVAC equipment.
• Experience with industrial plumbing, including pipes, valves, and fittings.
• A bachelor’s degree or equivalent core-industry experience.

Responsibilities

• Communicate accurately and proactively with customers about order entry, products, pricing, availability, shipping, and delivery dates.
• Manage work queues to meet KPIs for answering phones and completing phone and email tickets.
• Complete assignments from customers, salespeople, and company leadership.
• Assist the sales team with pricing, quotes, paperwork, customer communications, and follow-up.
• Complete continuing education training each month to increase product knowledge and knowledge of best practices.
• Guide customers through manufacturer processes and build trust with customers and outside sales representatives.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree