Sr. Service Center Representative

We install innovations where they matter most. In the minds of our customers and partners.

As a driver of innovation, Viega is one of the most important technology leaders in the installation industry. We develop intelligent systems and integrated digital solutions. Quality is incorporated into everything we do. We believe that this is about much more than supplying pipelines. We turn spaces into living rooms: More comfortable. More intelligent. More secure. More sustainable.

Support us as:

Sr. Service Center Representative

Job-ID: 15069; Location(s): Broomfield, CO

JOB DESCRIPTION SUMMARY

The Senior Service Center Representative is an expert in all areas of order fulfillment and is responsible for ensuring high quality customer service through fast and accurate processing of orders, serving as the first level of contact responsible for pricing entry and verification, training of new colleagues, evaluating new processes, new customer setup/introduction, and servicing of high value customers.

JOB DESCRIPTION DETAILS

Personalized Service for High Value Customers

• Develops relationships with high value customers and ensures orders receive a high level of attention and may develop special services depending on customer needs.
• Attends reviews as necessary with national and field account salespeople to ensure customer expectations are captured and fulfilled at the highest level.

Customer Set-Up/Pricing

• Functions as first level support for pricing as needed.
• Investigates pricing discrepancies; if unable to resolve, contacts sales to verify correct pricing information.

EDI/VMI

• Maintains and monitors EDI/VMI for established customers.
• Receive orders through EDI/VMI and ensure items are released appropriately and sent out according to customers' schedule.
• Actively promote the use of EDI/VMI with new customers.
• Work with VMI customers to rationalize product portfolio to meet their goals (inventory turns, value, revenue growth, etc.)

Order Errors and Corrections

• Makes bar code adjustments on original orders as needed.
• Makes order corrections; contacts DC to see if order has been processed, if not, cancels order and reenters information correctly, if order has shipped will have to initiate the RMA process.

International Business

• Inputs all international orders; ensuring proper pricing, lead times and shipping methods are communicated with the customer understanding the complexities of international shipping.
• Consults with customers to provide required documentation, including but not limited to commercial invoices, tracking and shipping documentation, etc.

Order Entry

• Receive customer orders via phone, fax, email, EDI and VMI.
• Enters and processes orders accurately and efficiently into SAP, according to established guidelines and procedures.
• Verify orders for accuracy, including but not limited to part numbers, pricing, quantity, shipping location, billing information, etc.
• Communicates with customers, distribution centers, and traffic to determine best shipping method based on availability and customer's needs.

Back Order Reroute

• Manage backlog of assigned open sales orders, ensuring that orders flow through the order fulfillment cycle quickly.
• Confirms product availability in order to fulfill customer orders; reroutes orders as necessary based on stock availability; cross-references part numbers as needed, communicates proactively with customers to determine most efficient lead-time and enters orders accordingly.

Customer Service

• Provides order follow up communications with customer.
• Facilitate ongoing communication/collaboration between all departments to achieve order quality and improvement.
• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

Other

• Trains new order fulfillment, service center, customer service and inside sales
• Attend meetings as required and/or assigned.
• Stays up-to-date regarding new products and procedures in order to better serve internal and external customers.
• Perform other duties as required and/or assigned.

Special Job Dimensions

• Will be required to travel up to 5% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• Knowledge of computer programs including
  • Microsoft Word - customer letters, pricing agreements, and policies
  • Excel - ability to create reports with some charting & tables
  • Outlook - Communicate effectively through email
  • ERP systems - place orders, review stock, find alternatives, etc.
  • CRM - Document customer communication
• Excellent customer service skills
• Strong interpersonal, written, and oral communication skills
• Excellent organizational and prioritization skills
• Ability to enter orders efficiently and accurately
• Ability to handle difficult situations and determine appropriate resolution
• Ability to obtain and maintain product knowledge
• Ability to pay close attention to details
• Works well in a highly collaborative team environment

Education, Certification/License & Work Experience

• High School Diploma or equivalent
• 3-5 years of related customer service/support experience
• Associate's Degree, preferred
• APICS CSCP or related certification is desired but not required

Equivalent combinations of education and experience may be considered.

Total Rewards Package:

Compensation

• Base: $55,000 to $72,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company's performance and their own individual performance.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window

• Posting date: 09/13/2024
• The application deadline for this job: 10/13/2024

Your contact person:

Lauren Stauffer

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Nearest Major Market: Denver