Tier 3 Customer Service Representative

Viega • Broomfield, CO

42d • $56,000 - $68,000

About The Position

Responsible for ensuring delivery of excellent customer service through fast and accurate processing of orders, communicating and coordinating with other departments to resolve inquiries and discrepancies; answering general inquiries regarding pricing, products, scheduling, etc. Ensuring all pricing and customer information is accurate; reviewing and processing Return Merchandise Authorization (RMA) and Warranty claims; and ensuring customer loyalty and satisfaction. Responsible for updating and maintaining all internal process and help documents. Responsible for monitoring and accessing T1 & T2 phone and email quality. Work with supervisor to help provide feedback and mentor individuals as needed. Extensive knowledge of Viega LLCs products and services is required to succeed in this role.

Requirements

• Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM
• Professional phone/follow-up skills
• Excellent customer service skills
• Strong interpersonal, written, and oral communication skills
• Ability to multi-task
• Excellent organizational and prioritization skills
• Ability to enter orders accurately with minimal errors
• Ability to handle difficult situations and determine appropriate resolution
• Ability to obtain and maintain product knowledge
• Ability to pay close attention to details
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
• Internal Viega LLC experience is required with a proven track record of strong technical knowledge.
• High School Diploma or equivalent
• 3-5 years of related customer service/support experience

Nice To Haves

• Associate's Degree, preferred
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Return Merchandise Authorization
• Warranty Claim Research
• Field Sales Support
• Customer Set-UP/Pricing
• Back Order Reroute
• Customer Service
• Quality Assessments
• Documentation and Training
• Other

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees