Plumbing-Customer Service Representative

Etna Shared Services•Grand Rapids, MI

About The Position

Do you have great Plumbing industry knowledge? Are you driven to provide exceptional service to customers? Be the voice of our brand and support customers from start to finish. Your industry knowledge, strong communication skills, and problem-solving mindset will make you an essential part of our team and help us deliver the outstanding service our customers rely on. Join the team that has been powering growth and an excellent reputation for over 60 years! Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

Requirements

Working knowledge of plumbing 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.
Maintain professional image as a representative of the company.
Effectively read and interpret documents, such as 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.
Valid driver’s license and acceptable driving record.

Responsibilities

Deliver outstanding customer service and build positive relationships with customers, vendors, and outside sales teams via phone, email, and online chat
Receive, process, and enter customer orders and quotes accurately in our system
Prepare, manage, and close work orders and project documentation
Support website customers by processing online orders, assisting with account questions, and troubleshooting issues as they arise
Create and maintain job files, ensuring paperwork is organized and up to date
Order products and equipment, track shipments, and resolve order-related issues
Coordinate shipping and material needs across departments
Assist with inventory control, monitor material flow, and prepare reports as needed
Address billing or service concerns and escalate issues to the appropriate department when necessary
Provide backup support for the warehouse, counter, and showroom as needed
Stay current on product offerings, features, and applications
Train others on department materials, applications, and limitations
Maintain regular, reliable attendance and follow all safety guidelines