Job Title: Customer Service Representative Department: Customer Service Reports To: Customer Service Manager FLSA Status/EEO: Non-Exempt/Administrative Support Worker Legend Valve is an employee-owned service provider in plumbing supplies, plumbing systems, hydronics systems, and manufacturing within the industrial and commercial markets. We have an expansive offering of valves, fittings, tubing, and components for plumbing and hydronic systems. We offer more than 10,000 products representing 80+ product classes designed for residential, commercial, and industrial applications. Legend Valve is headquartered in Auburn Hills, Michigan, with locations in Reno, Nevada and Stafford, Texas SUMMARY The Customer Service Representative is responsible for all customer service activities including processing orders, responding to customer inquiries, and handling customer compliments and complaints in a prompt, courteous and effective manner. Customer Service exemplifies the company’s core values of customer astonishment, acting with integrity, innovation, and compassion. IN THIS ROLE, THE IDEAL CANDIDATE WILL • Input all customer orders via AI data entry program • Keenly double check all orders before release for shipping • Generate all related paperwork and necessary information required for customer orders • Coordinate special customer requests with other departments such as shipping, receiving, purchasing, sales, and technical • Track and trace orders as required and take proactive action to notify customers of any non-standard situations • Ensure proper pricing is applied to customer orders • Manage customer requests to return material • Process internal paperwork through imaging system • Maintain excellent working relationships with customers by responding to all inquiries concerning orders, product, invoices, shipments, inventory availability, etc. in a courteous and efficient manner • Report customer feedback to management, including any signs of customer dissatisfaction • Act as a liaison between other operational groups and the customer regarding any customer-related issues • Oversee all documentation associated with orders and maintain corresponding paper and electronic files • Any additional duties assigned by management SUPERVISORY RESPONSIBILITIES None THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS Any combination of education and/or experience providing the required skill and knowledge for successful job performance will be considered. Typical qualifications would be: • Minimum completion of High School Diploma or GED required • 3 years of experience within a customer service environment • Effective communication and listening abilities • General office knowledge of telephone etiquette and computer usage • Must be able to work alternating shifts as determined by the needs of the department and organization • Required to work onsite PERSONAL AND PROFESSIONAL ATTRIBUTES The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes: • Strong work ethic • Sound judgement • Proven written and verbal communication skills • Passionate about accepting the Legend Valve Culture and serving our customers • Strive to make an impact on improving our business process and results • Honestly and integrity • Ability to collaborate effectively and work selflessly as part of a team PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Many positions at Legend are performed within an office environment where duties are primarily performed behind a desk, and are stationary for 75% of the day or greater. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via other devices. They move about within the facility in which their office is located to access file cabinets, documents, office machinery, and other equipment. They also travel within the facility in which their office is located and to locations outside of the facility, to attend meetings, trainings, events, and other business activities. Persons in these positions frequently lift, carry, push and/or pull objects weighing up to 10 lbs. They also occasionally move objects weighing up to 20 lbs., and sometimes, but rarely, up to 50 lbs. Persons holding these positions must have strong communication and organizational skills, and an ability to interact and work with others. They must be able to work under time constraints and deadlines. Persons holding office positions are generally subject to inside environmental conditions having the lighting, temperature, and noise of an open floor-plan office environment. COMPREHENSIVE BENEFIT PACKAGE Legend Valve offers a generous benefits package that provides comprehensive coverage to help protect your health and earning power and to prepare for the future. Employee Stock Ownership Plan Health insurance Vision insurance Dental insurance Health Savings Account (HSA) Healthcare and Dependent Care Flexible Savings Account (FSA) Parental Leave 401k with company match Basic Life and AD&D coverage STD/LTD Paid Time Off plan Legend Valve is an equal opportunity employer and values workplace diversity |