Customer Service Representative

Customer Service Conway, South Carolina


Description

COMPANY OVERVIEW

PPG is a wholly owned subsidiary of Marcone Supply that manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences. The PPG umbrella has three national brands with Speakman, Wolverine Brass and PlumbMaster and a history stretching back 150 years in the plumbing industry. While distinct in customer base and value proposition, the three brands share a passion for innovation and customer service excellence. Marcone Supply is a solution-oriented organization offering the highest level of customer care and solutions to all levels of the appliance parts, plumbing, and HVAC industries. 

Position Title: Customer Experience Rep

Location: Glen Mills, PA or Conway, SC

Reports To: Manager Customer Experience

POSITION SUMMARY DESCRIPTION

The Customer Service Representative is responsible for servicing “ours to lose” business with customers including Orders, Returns, Account Setup and Custom Orders.

DUTIES & RESPONSIBILITIES

· Call accounts to retrieve orders per CRM driven call schedule (i.e. 14 days after prior order)

· Manage to SLA for inbound phone, email, text and chat.

· Enter custom product orders

· Support CS during lunchtime and high call volume hours

CRITICAL OUTCOMES

· # of MSIs per day

· Total revenue per week

· Abandon calls < 5%

· Email < 24 hours

· All orders entered before 5 pm

KNOWLEDGE, SKILLS, & ABILITIES

· Business-to-Business Customer service or inside sales experience.

· Proven success of delivering excellent customer service

· Comfortable talking on the phone and communicating with customers in a professional manner across all mediums.

· CRM and ERP Experience, ideally Microsoft Dynamics

· Detail-oriented and organized

· Ability to work well independently and as part of a team

· Technology oriented and able to leverage CRM, eCommerce, and other technology-based platforms for customer benefit

· Experience working with small to medium sized businesses in the plumbing industry highly preferred

PERSONAL ATTRIBUTES

1. Quick learner - Ability to quickly pick up on our product portfolio

2. Willing to go the extra mile to deliver outstanding customer service

3. Curious and a critical thinker. Look at customer problems as an opportunity to solve them with a winning solution for the customer and for PPG.

4. Flexibility. There may on occasions be the need to start earlier or finish later to suit different time zones.

5. High integrity

6. High energy and resiliency

7. Passion for results

8. Collaborative, team oriented and adept at building positive and influential relationships

EDUCATION & QUALIFICATIONS

· High School Diploma, two to four-year degree preferred

SPECIAL QUALIFICATIONS & REQUIREMENTS

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 duties of this Job, the employee is regularly required to walk, drive, stand and sit; use a computer and phone. The employee is frequently required to type, talk and hear.