ESSENTIAL DUTIES AND RESPONSIBILITIES

1.  Direct Customer Interaction (25%) 
   - Provides information in response to inquiries about accounts, products, services, and order status for customers.
   - Responsible for resolving customer issues.

2. Processing (20%)
    - Receives and processes orders/returns.
    - Provides pricing information.
    - Provides information for changes in services, discontinuance, and shipping.
    - Processes debits and credits for customer issues.

3. Technical Customer Support (35%)
    - Assist with overflow from technical line and emails by resolving customer complaints, diagnosing product failures, and troubleshooting installation issues.
   
   
4. Gather customer information regarding complaints concerning products or services rendered. Information is forwarded to the departments responsible for investigation. (5%)

5. May solicit sale of new or additional services or products. (5%)
   
   
6. All other duties as assigned (10%)

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE  

Required:

• High school degree or equivalent.
• 7+ years’ experience in Customer service
• 1+ years on a Call Center.
• 3+ years’ experience in MS Office.
• 1+ years of SAP or other ERP system experience.

Preferred:

• 5+ years’ experience in customer service/technical/troubleshooting within a manufacturing environment.
• Experience preferably within the plumbing or technical background. 

TRAINING

• Employee Orientation
• Legal Compliance Calendar

LANGUAGE SKILLS

• Ability to read and interpret documents. 
• Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. 
• Must have strong verbal communications skills to enable successfully communication with current and prospective customers and co-workers. 

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts. 
• Ability to apply concepts of basic math not limited to: addition, subtraction, multiplication and division, including decimals and fractions.

REASONING ABILITIES

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
•  Ability to interpret a variety of instructions furnished in written, oral, diagram form. 

CERTIFICATES, LICENSES, REGISTRATIONS

• None required

SALARY

     MID  $72,000     

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.

While performing the responsibilities of the job, the employee must remain in a stationary position 75% of the time.  They need to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operates a computer and other office machinery. 

The employee frequently communicated with employees and customers.  Must be able to exchange accurate information regarding the customer service functions.  Must be able to identify and detect potential hazards in the workplace.  Occasionally transports office binders, files, boxes weighing up to 10 pounds.

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.

While performing the duties of this job, the noise levels within the office are minimal.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filling cabinets and fax machines.  May be required to work on the manufacturing floor where hearing protection, foot protection and vision protection may be necessary.  Travel is primarily local during the business day but out of area and overnight travel may be expected. 

APPLICATION
Would you like to make a career change within Geberit? An exciting job is waiting for you! We look forward to receiving your detailed online application.

YOUR CONTACT 
Chicago Faucet Company