Customer Service Representative - Underground Waterworks Supply

Etna Shared Services•Saginaw, MI

2d•Onsite

About The Position

This role is for a Customer Service Representative within the Underground Waterworks Supply division. The ideal candidate will have experience in the Waterworks industry and a strong drive to provide exceptional customer service. This position involves being the voice of the brand, supporting customers from start to finish, and utilizing industry knowledge, communication skills, and problem-solving abilities to deliver outstanding service. The company, Etna Supply, is an industry leader in wholesale distribution with over 60 years of experience and a commitment to strong financial principles, teamwork, continuous improvement, fairness, integrity, and respect.

Requirements

Working knowledge of products sold and their applications.
Ability to manage multiple tasks and priorities and easily adapt to changing situations.
Effective communication, interpersonal, customer service, negotiation, judgement, decision making, organization, conflict management, problem solving, and stress management skills.
Working knowledge of Microsoft Office products and Eclipse.
Effectively read and interpret documents, such as blueprints, safety rules, operating and maintenance instructions, and procedures manuals.
Ability to accurately add, subtract, multiply, and divide with or without using a calculator.
Ability to accurately calculate figures and amounts such as margins, discounts, interest, proportions, percentages, area, circumference and volume.
High School Diploma or equivalent; or One year of related experience and training; or Equivalent combination of experience and education.

Nice To Haves

Experience within the Waterworks world

Responsibilities

Provides friendly and helpful customer service and create quotes for established customer working the job order form beginning to end
Meet or exceed the expectations of our customers by providing a positive customer experience.
Be a positive and professional representative of Etna in all customer and stakeholder interactions, acting with honesty and integrity.
Communicate with customers, outside sales representatives, and vendors by phone and email.
Support outside sales representatives by entering orders and accessing customer and product information.
Prepare accurate project quotes by interpreting estimator, sales rep, and customer prepared material takeoffs.
Gather manufacturer quotes and certifications for materials on project quotes, ensuring proper compliance to project requirements.
Turn in proper documents for submittal requests in a timely manner
Receive and process orders for product, following company SOP’s.
Type orders and quotes within the ERP system; preparing, posting, and closing work orders and projects as required.
Create job files and organize paperwork as needed.
Order products and equipment as needed and assist customers by tracking orders and troubleshooting when problems arise.
Train others regarding department material applications and limitations.
Coordinate shipping of orders and materials required with various departments.
Address issues concerning billing or services rendered, referring complaints of service failures to designated departments for investigation.
Assist in maintaining inventory control and monitor flow of materials, prepare and issue reports as needed.
Back up warehouse and counter as needed.
Communicate any/all product and vendor opportunities to sales leadership for review.
Keep up to date on products and product features available.
Attend internal, vendor, and industry trainings and meetings as required.