Customer Service Representative

The Role:

Goulds Water Technology, a Xylem brand, seeks to hire a Customer Service Representative to support our customers. The CSR will interface with customers to handle inquiries on product availability and quotes, coordinate order management with internal departments and provide general assistance to the Sales organization. This role will be based out of the Seneca Falls, NY office.

Essential Functions:

• Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction
• Edits customer orders and assigns codes for statistical tabulation and commodity identification. Assigns method of shipment, tag information and product pricing
• Communicates with customers through verbal, written and personal contact concerning delivery issues and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing and product availability. Interfaces with necessary departments to effect solutions
• Understand the catalog and products so proper actions can be taken to meet customer requirements
• Generates inter-departmental inquiries regarding availability of delinquent product and requests to expedite
• Proficient use of ERPLX, MS office, excel
• Handle and process customer complaints and determine requirements to resolve them.
• Prepare quotes for existing part numbers including price and lead-time.
  

Minimum Qualifications:
* 2-4 years of Customer Service experience
* Network software capable: MS office, Outlook, EDI
* Effective verbal/written communication skills. Phone etiquette
* Ability to handle multiple tasks and prioritize accordingly
* Organization and communication skills (verbal and written)
* Comfortable in a fast paced environment, welcoming change and growth
* Ability to process a high volume of transactions with proficiency, accuracy and integrity
* Strong commitment to working with a team, providing excellent customer service and maintaining professionalism
* Demonstrated customer advocacy and time management skills

Preferred:
* B. S. Degree
* Knowledge of business operating systems i. e. SAP or ERP system
* Experience with Sales, a plus
* Customer service experience in a technical product line, B2B ideally

Objectives of this role:

Deliver results. A CSR possesses the ability to build collaborative relationships with customers, team members and other departments to consistently meet customer needs and concerns. They stay focused, achieve goals and are motivated by timely outcomes.

Build through teamwork. A CSR acts as liaison between the customer and the facility. The CSR establishes good interpersonal relationships to further effective communication with other departments and deliver results quickly and satisfactorily.

Lead with Character. A CSR leads by example and is always honest, credible and trustworthy. They keep their word and follow through on commitments.

Inspire Commitment. The CSR is a facilitator who is able to motivate others toward common goals. They help people feel valued, appreciated and included, and in the process, gain the commitment of others.

Create the Future. The CSR provides appropriate training and guidance to team members where necessary. They are continually learning and working toward self-improvement. They are unafraid to drive changes that ensure improvements to work tasks.