Sales And Customer Support Representative

Radiometer Richmond , VA 23234

Posted 2 months ago

OUR SHARED PURPOSE: BUILDING LASTING BONDS

The communities we belong to the bonds we build with the people we care about are integral to fostering our successes. From the bonds we create with customers to foster loyalty and respect, to the bonds we create with our local community outside of work hours relationships shape our success. We're building a better world by building lasting bonds.

Building: We're doers. Our tools are innovation, experience, and dedication.

Lasting: We're always there. We embrace an unwavering commitment to the future.

Bonds: We're your neighbors. We value relationships with our customers and communities.

ChemTreat, Inc. is the nation's largest and fastest growing specialty chemical company dedicated solely to industrial water treatment. We have over 2,000 associates working throughout North and South America. Our entrepreneurial spirit helps drive our company's success and extends into our customers' facilities. We help our customers save millions of dollars every year, enabling us to achieve unparalleled growth in the water treatment industry.

GENERAL DESCRIPTION

Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 40 - 50 calls a day), while also handling electronic requests (averaging 20 - 25 e-mail tasks weekly).

The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24-hour window.

Schedule alternates between 8:00 AM EST - 4:30 PM EST and 8:30 AM EST - 5:00 PM EST depending on business needs Monday through Friday. Click to type General Description here.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

  • Support the sales force to resolve complex situations

  • Problem solve delivery issues, probe and fact find for key elements, and track orders to delivery

  • Place phone orders (40 - 50 orders daily)

  • Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)

  • Read and decipher notes in order entry

  • Follow the escalation procedure for outstanding tasks

  • Control the phone calls (direction, pace, tone)

  • Diffuse irate callers

  • Place electronic orders (10 - 15 orders weekly)

  • Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)

  • Review customer Purchase Orders (PO) for order entry

  • Accurately place text-based, customer PO, and e-mail chain orders

  • Read and decipher notes in order entry

  • Follow the escalation procedure for outstanding tasks

SUPPLEMENTAL RESPONSIBILITIES

  • Develop and share best practices with team

  • Understand and adapt to change in processes and procedures.

  • Ability to understand lean manufacturing metrics as they relate to daily performance measures

  • Additional duties as assigned

OTHER INFORMATION

  • Comprehensive 60-day training program

  • Cross-training in other areas within the department

  • 18-24 months' commitment in Corporate Services

  • Development opportunities for company growth if so desired

KNOWLEDGE & SKILLS

  • Technical, Analytical skills and business knowledge

  • Communication and Interpersonal skills; Teamwork and leadership

  • Organizational skills; Self-management

  • Critical thinking and attention to detail

  • Ability to handle a fast-paced environment

  • Clear phone diction

  • Professional phone and e-mail etiquette

  • Consistently communicate with supervisor and team regarding status of daily work load

  • Positive attitude during stressful situations and ability to handle multiple interruptions

  • Self-awareness

  • Ability to build rapport and relationships with customers

  • Confident interaction with other departments and senior leadership

  • Open to change and learning

EDUCATION & EXPERIENCE

  • Associate's Degree, Bachelor's Degree Preferred

  • 2-3 years of business and/or customer contact center experience preferred

  • Spanish or French verbal and written skills a plus, but not required

PHYSICAL DEMANDS

  • Constantly required to sit and occasionally required to walk, stand, climb (includes stairs), balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell

  • Constantly using hands and fingers to handle, feel or operate objects, and computer keyboards.

  • Routinely required to reach with hands and arms, squat, turn/twist, or reach, lift, carry, push, or pull up to 20 pounds

  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

  • 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.

WORKING CONDITIONS & ENVIRONMENT

  • Consists of an indoor work office environment with good ventilation, adequate lighting, and low noise levels.

AT WILL STATEMENT

Employment with ChemTreat is on an at-will basis, which means that either the employee or ChemTreat can terminate the employment relationship at any time and for any reason (or no reason), with or without notice, unless the employee and ChemTreat have entered a written agreement signed by the employee and a duly authorized representative of ChemTreat.

EQUAL OPPORTUNITY

ChemTreat, Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any characteristic protected by law.


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Sales And Customer Support Representative

Radiometer