Construction Products Customer Service Rep

at  Zurn Elkay Water Solutions

POSITION SUMMARY

As part of the Customer Service team, the Hadrian Customer Service Representative (CSR) is the key contact for the company’s authorized distribution network. Working within a team environment, the CSR is responsible for: producing layout drawings based on construction drawings & specifications using the company’s’ in house software, quoting & ordering projects, order management via JD Edwards ERP, managing customer accounts and promptly & effectively responding to inquiries & responding to & trouble-shooting product specific technical questions.

SKILLS

• 3-5 years of experience in a Customer Service/account management-related role, preferably supporting a specialized or technical product
• Excellent communication skills – written and verbal
• Ability to multitask with excellent organizational skills
• Demonstrated initiative and attention to detail
• Proven problem solving ability
• Strong computer proficiency including MS Office suite (Outlook, Word, Excel, Power Point) & working in multiple systems simultaneously
• Ability to learn and master JD Edwards ERP, Project Center NEXT
• Ability to learn, understand and interpret specifications, construction documents and blueprints
• Working knowledge of JD Edwards or other large ERP systems a strong asset
• Working knowledge of AutoCAD, eCommerce and/or EDI an asset
• Experience in a manufacturing environment an asset

• Produces & processes accurate quotations, submittals and layout drawings; reviews project specifications to ensure product offering is in compliance
• Proficiently navigates and maintains data in the JD Edwards ERP system to obtain order specific information about order status, ship dates and to process cases, credits & RMA
• Order management via JDE & PCN (company’s’ in house software) from order entry to post-shipment, including custom order entry.
• Effectively communicates and collaborates with engineering staff to pursue and develop solutions to unique/custom projects.
• Process and verify orders with a high level of accuracy
• Provides effective customer and technical support; responds to calls and emails, meeting set Service Level Agreements to our sales agents and distributors; troubleshoots to resolve quality concerns for a wide range of products
• Supports & collaborates with sales channel to deliver exceptional customer support
• Effectively & proactively communicates with shipping, operations, engineering, accounting & IT teams to resolve issues and for improvement initiatives.
• Provides back-up to the customer service team; pivoting between business unit sectors & product lines when necessary
• Assists in the development & implementation of department/company process changes and improvement initiatives
• Contributes to the overall functioning of the team by maintaining awareness of emerging issues and sharing best practices, both internally and externally, and building effective working relationships across the team and company
• Other duties as requested