Customer Service Representative

Ideal Tridon•Boyertown, PA

23d•Onsite

About The Position

Campbell Fittings, part of the Ideal Tridon Group, is seeking a Customer Service Representative to join their team. This role involves interacting with customers by addressing inquiries and resolving complaints in a busy open-floor environment. The Ideal Tridon Group is a global leader in clamps, strut, hose supports, conduit, fittings, and coupling solutions, with a strong culture of service and over 100 years of quality. Campbell Fittings is known for engineering and manufacturing high-quality hose fittings, couplings, ferrules, and sleeves.

Requirements

Excellent communication skills including active listening.
Service-oriented and able to resolve customer grievances professionally and efficiently.
Proficient computer skills with the ability to learn new software.
Must be comfortable and efficient in working in a busy open-floor environment
Must be comfortable working in a team environment as well as individually
High school diploma or equivalent
Customer service experience required
3-5 years of related experience or 2 years’ experience with additional specialized training and/or certification.

Nice To Haves

Experience with Macola a plus.

Responsibilities

Responds to customer inquiries in a timely manner by telephone, e-mail, and chat, to provide non-technical and technical problem resolution.
Collects and enters orders for new or additional products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Take the initiative to expand own knowledge by working with the above-mentioned specialists to assist customers on future requests.
Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
Analyzes a customer's service needs and refers to other service or technical departments for follow-up or additional information as needed.
Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
May be assigned to support products that are more complex or critical. Uses a customer relationship application or database to record activities and research product information.
Works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job.
Performs other related duties as assigned.