Sales Support Representative

RWC is a rapidly growing company that is disrupting the plumbing industry. We are a market leader and manufacturer of water control systems and plumbing solutions for residential, commercial and industrial applications. Our portfolio of brands includes industry-leading brands: SharkBitePush-to-Connect plumbing solutions; HoldRite engineered plumbing and mechanical solutions; Cash Acme control valves; John Guest fittings and fluid dispense products, EZ-Flo and Eastman quality plumbing products.

Position Summary:

We are looking for a customer-centric Customer Service Representative to join our team! The Customer Service Representative will assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.

Principal Responsibilities:

• Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
• Other duties as required

Essential Functions:

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environment and the ability to multitask

Required Qualifications:

Education:

• HS Diploma required, some college preferred

Experience:

• Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
• Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.
• Ability to offer prompt, effective support to warehouse, plant and corporate office environments.
• Experience in Business Management Software (i.e. SAP) is preferred but not require
• Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
• Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.

Competencies:

• Excellent negotiation and relationship building skills
• Initiative and self-motivation to stay ahead of the competition
• Proficient with Microsoft Office products
• Excellent written, verbal and presentation skills
• Excellent time management and organizational skills
• Ability to manage multiple projects and meet deadlines.

Working Conditions:

• This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
• Department is open from 6:30AM-7PM EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel.
• Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.

Benefits:

• Traditional and Roth 401k - with up to 4% company match
• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Paid time off
• Tuition reimbursement
• Employee Stock Share Plan
• 100% paid 10-week maternity leave
• 100% paid 2- week paternity leave