Customer Service Representative

PSI Water Technologies, Inc. (PSI), a subsidiary of Cleanwater1, Inc., is a leader in water disinfection technologies for municipal clients. Cleanwater1, Inc., through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market, with a portfolio of proprietary and patented technologies targeting water and wastewater treatment, including on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems.

The Customer Service Representative is responsible for general administrative duties and ensuring customers have a positive experience with Cleanwater1. Main duties include answering phone calls and emails sent to our integrated service team; creating, entering, and issuing sales orders, invoices, and POs; entering Manufacturing Orders; handling RMAs; and other aspects required for providing a positive sale of parts and services to our customers across each business unit.

This full-time position reports to the Customer Service Manager and will be available to work in PSI's Milpitas, California facility. The successful candidate will be a self-starter with a team-centric personality, strong communication skills, and experience in a professional setting. The Customer Service Representative will often speak directly to customers and must be able to remain positive and professional when dealing with both external parties and internal staff.

Essential Job Functions

• Answer main phone line, take messages, transfer calls, and create Cases in Salesforce.

• Greet on-site visitors when applicable.

• Quote parts and box products using our business systems to generate and email quotations to customers.

• Enter all call details and technical related details or questions as a Case in Salesforce.

• Obtain all necessary information from technical services in order to respond to issues entered in Cases.

• Contact customers with resolution and closeout Cases within 24 hours.

• Create RMA's (Return Material Authorizations) and No Charges (requests to ship parts out at no charge) as needed after obtaining proper approvals from management.

• Create orders for equipment that needs to be returned and/or repaired.

• Enter parts and box products and send acknowledgement letters using SalesPad.

• Set up project numbers for engineered orders, along with creating the project's folder on SharePoint with Purchase Orders (PO) and related emails & documentation.

• Work with internal personnel, customers/agents, and contractors to ensure successful communication and execution of orders.

• Perform Customer Check-In Surveys to gauge success of projects completed by Field Service Team.

• Learn our family of products and understand their main functions and value, along with the parts and equipment typically involved.

• Other duties as assigned.

Required Qualifications

• High School diploma or GED.

• Good organizational, planning and problem-solving capability.

• Strong verbal and written communications skills with effective use of visual aids, such as price sheets, drawings, operations manuals, SalesPad and other tools as needed.

• Ability to manage multiple activities at the same time.

• Excellent computer skills, including email and Microsoft Word and Excel.

• Ability and willingness to work overtime as workload dictates.

• Comfortable learning new things and willingness to participate in discussions and provide input.

• Experience working alone or with a team to solve problems.

• Experience working with customers in a customer facing role.

Preferred Qualifications

• 2+ years' experience in a customer service-related field.

• Familiarity with CRM and ERP software.

• Experience with Salesforce and/or GP.

Physical Demands

• Ability to sit for long periods of time.

• Ability to lift and/or move up to 25 lbs.

• Ability to look at computer monitors for much of the workday.

• Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

• Approximately 95% Office.

• Approximately 5% Light Industrial

• May be exposed to areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This position is non-exempt. Compensation is dependent on skill level. Benefits package and incentives are provided.

Qualified applicants should submit their resume when responding to this advertisement. No phone calls, please.

Cleanwater1, Inc. and its subsidiaries are equal opportunity employers supporting workforce diversity

• M/F/ Veteran/Disability. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Cleanwater1, inc. and its affiliated subsidiaries maintain a drug-free workplace.