Specialist, Technical Customer Service

Oatey • Shakopee, MN

73d • $56,846 - $88,111

About The Position

Responsible for satisfying customer inquiries via fax, phone and internet regarding products and product applications.

Requirements

• In-depth product knowledge (product attributes and applications) in the Plumbing industry.
• In-depth written and oral communication skills. Good listening and questioning skills.
• In-depth customer service skills. Ability to problem solve and identify root cause.
• Broad understanding of the manufacturing process.
• Previous experience in a call center environment.
• Previous experience in a technical support role.
• PC Computer Proficiency: Word, Excel, etc.
• In-depth emotional intelligence: behavioral maturity, demonstrated trust and integrity, high ethical standards, interpersonal competence and the ability to prevent, reduce and resolve conflict.

Nice To Haves

• Bilingual (Spanish) a plus.

Responsibilities

• Work with customers to troubleshoot and resolve product application issues.
• Make product recommendations based on customer requirements.
• Respond to customer inquiries for product or order information from email, phone, fax or EDI. Coordinate with local sales agent to resolve customer application issues.
• Ensure special instructions are clearly communicated in text with appropriate dates, initials, and buyer contacts.
• Recommend and up sell products compatible with customer buying patterns and quotations.
• Support Lean initiatives.
• Edit orders for correct sales and shipping information, and ensure proper price is applied.
• Make additions and deletions to existing orders according to existing policy and procedure.
• Develop and deliver ongoing product application training for customer service staff, providing technical tips to assist customers.
• Provide technical support during on site visits and virtual training.
• Enter customer/product complaints/claims into our Quality Form (QF) system.
• Answer customer inquiries through Bazaarvoice from our various distributors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Fabricated Metal Product Manufacturing
• Number of Employees: 501-1,000 employees