Contract:

6 Months\n

Location:

Bristol, PA 19007// Kohler, WI 53044\n

Schedule:

9am-6pm EST / 8am-5pm CST; Flexible to work 8am-6pm EST/7am-5:30pm CST\nOne day (Wednesday in the office for PA and Tues for WI), and the rest of the days WAH. So they would need to live a commutable distance to either PA or WI office

Basic Function:

\nTo act as a primary customer contact for service using different mediums. Service-related functions are generally defined as all customer functions that may be required for a Robern product before and after it has been delivered to the buyer. Responsible for satisfying customer requirements from initial inquiry to customer's overall delight. Be the voice of the customer and provide customer insights on a regular basis. You are empowered to make decisions to delight our customers that will have an impact to the Robern business. With that empowerment it is expected to be a good steward of our company resources by providing accurate and ethical data entry information into the SAP, Salesforce, and CRM systems.

Specific Responsibilities:

\nProvide information for all potential customers as it relates to (but not inclusive) the list below:\nWhere to buy Robern product\nInformation on product\nAvailability\nLiterature\nDesign & Plumbing Layout\nSupport all authorized Robern Showrooms in timely and accurate order entry, order confirmations with estimated shipping dates and review of EDI orders.\nWhen requested provide order status updates, shipping information and tracking of a shipment.\nAssist in resolving freight damage claims in a timely manner for all Premier Robern Showrooms.\nAct as a first line of technical support by being able to trouble shoot installation issues, determine what parts are needed for the product to operate and process all warranty claims. Coordinate ASR's through the Robern Service Representative if deemed necessary.\nAuthorize return goods using the approved Robern RGA procedure. Determine if a product is to be returned to the Robern warehouse or field destroyed with proper management approval. Ensure that the proper re-stocking fees are charged back to the customer.\nResponsible for account information across US regions (some Canada, PR and Mexico) on daily operational issues, i.e. Order status, tracking, RGA's, etc.\nBe held accountable for annual business and competency objectives agreed upon with the customer service team through the Maximizing Performance review. Track and measure objectives.

Relationship & Contacts:

Supervisory Relationships:

\nReports to Supervisor of Customer Service.\n

Organization Relationships:

\nFrequent contact with Sales personnel regarding customer issues, product defect issues, and returned goods procedures.\nFrequent contact with the Supply Chain team to review product availability and shipping information.\nFrequent contact with internal departments to review sales promotions, literature, new product information and specific showroom accounts.

External Business Relationships:

\nDaily customer interactions via phone, email, click to chat.

Education & Experience Requirements:

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