Job Title: Customer Service Representative
Location: Collierville, TN
About the Company:
IPS Corporation is a global, market-leading provider of Water and Flow Management Solutions and Specialty Adhesives Solutions for applications where failure is not an option. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. We were first to produce reliable cement for use with PVC, CPVC, and ABS pipe and fittings, and first to introduce plastic recessed washing machine and ice maker outlet boxes. Since then, we have expanded our offering to more than 10,000+ products and solutions across multiple fast-growth industries such as residential and commercial construction, irrigation, pool & spa, marine or industrial manufacturing.
Today our industry leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors. We offer premium brands, world-class customer service, seamless processes, and a global supply chain. IPS, through its three operating companies, operates 13 manufacturing plants in the US, Europe and China supporting sales to over 85 countries.
IPS Corporation is a portfolio company that is part of Centerbridge Partners. Centerbridge Partners, L.P. is a private investment management firm employing a flexible approach across investment disciplines - private equity, private credit and real estate - in an effort to develop the most attractive opportunities for its investors. The Firm was founded in 2005 and has approximately $36 billion in capital under management with offices in New York and London. Centerbridge is dedicated to partnering with world-class management teams across targeted industry sectors and geographies. For more information, please visit www.centerbridge.com
ESSENTIAL JOB FUNCTIONS & DUTIES
- Order entry the same day of order receipt; order acknowledgements to customers within 24 hours of receipt of the purchase order.
- Process sample orders and follow up with the RSM (regional sales manager) to communicate shipment information.
- Receive incoming telephone calls and return calls to customers and colleagues promptly.
- Respond to inquiries about pricing, order status, lot numbers and product availability on the same day the inquiry is received. If an inquiry comes in after 4:00 PM EST, a response to the customer should occur the first thing the following business morning.
- Receive and log customer complaints in the CRM system, communicate complaints/inquiries to the appropriate RSM and internal QESH (quality, environmental, safety, and health) group to handle.
- Process purchase orders, follow-up on payments, credits and PO status.
- Issue Return Materials Authorization (RMA) and ensure that proper DOA (delegation of authority) is followed for RMA (return materials authorization) approval, process and provide credit memos to customers related to approved RMAs.
- Process credit memos for Sales Goodwill; provide credit memos to customers.
- Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual.
- Proactively communicate customer inquiries to the appropriate, responsible RSM.
- Maintain positive attitude and demonstrate professional behavior with internal and external customers.
- Be an advocate for the VOC (voice of the customer) with internal commercial and operations team.
- Field customer inquiries and when specific technical product information is requested by the customer, pass along to the appropriate technical services team.
- Follow all safety guidelines for a safe work environment. Report any unsafe working conditions or behaviors to the appropriate safety manager, Director of Sales & Marketing, or VP of Operations.
- Prepare sales and usage reports for direct customers, as needed by the commercial team.
- Submits new account forms to ERP system manager / Accounting for account set up; proactively follows up on getting new account set up in a timely manner. Communicates new account set up completion to the appropriate RSM.
- Resolves product or service problems by clarifying the customer''s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
- Routinely contributes VOC to the commercial team to ensure that we maintain a high-performance level of customer service.
- All other duties as assigned.
QUALIFICATIONS & SKILLS
Education/Experience
- Associates degree or equivalent experience
- 1- 5 years prior experience in Customer Service
- Experience with purchasing or inventory control in a manufacturing environment preferred, but not required
Communication Skills
- Ability to effectively communicate in English (verbal and written) required
- Ability to follow written and oral procedures and instructions
- Ability to speak Spanish is a plus
Mathematical Skills
- Must be proficient in arithmetic and basic mathematics (including percentages and ratios)
Computer Skills
- Basic knowledge of Microsoft Office (Outlook, Excel, Word, Power Point) required
- Experience with ERP and CRM systems (JDE, Salesforce) preferred
Other
- Quality Focus
- Attention to Detail
- Problem Solving (a curious mind)
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Analyzing Information
- Multi-tasking
WORK ENVIRONMENT
- 80-95% Office (Temperature Controlled)
- 5-20% Factory (Limited Temperature Control)
- Lift up to 20 lbs.