Customer Service Rep II

Weil-McLain
Michigan, IN Full Time
POSTED ON 3/22/2023 CLOSED ON 8/28/2023

Job Posting for Customer Service Rep II at Weil-McLain

Customer Service Rep II
Location:

Michigan City, Indiana, United States

This is a position with The Marley Company, a parent company that provides administrative support to the SPX. HVAC Heating businesses (such as WM Technologies, LLC, Marley Engineered Products, LLC, and Patterson-Kelley, LLC) and includes all Weil-McLain branded products. Weil-McLain is a leading North American Brand of hydronic comfort heating systems for residential, commercial and institutional buildings since 1881. The related companies have manufacturing facilities in Michigan City, Indiana and Eden, North Carolina, along with regional sales offices throughout the United States and an administrative office in Burr Ridge, Illinois. Building on a reputation of quality and innovation, we are committed to creating Simplified Solutions for our Complex World.

JOB SUMMARY

Provide communication and problem solving skills in support of Weil-McLain's field sales offices and customers with respect to processing of orders and resolution of claims. A Customer Support Representative is assigned to a specific sales area and customer accounts. CSR's also will assist with other sales areas and customer accounts as the need arises.

PRINCIPLE DUTIES & RESPONSIBILITIES

  • Receives purchase orders submitted by the customer and reviews for clear understanding as to what the customer is purchasing. Communicates with area office or customer directly if order is not clear. Enters orders via the mainframe computer order entry system and insures accuracy once entered. Assures that non-standard, custom orders are submitted to Commercial Order Department for entry
  • Assures that all requests for order expediting are communicated to the appropriate parties and that follow-up communications are conveyed back to the field sales office or customer once status of expediting attempts are known
  • Receives, researches and resolves customer claims. Communicates and coordinates with all parties involved in resolution and closure of claims. Researches reasons for deductions, documents reasons and closes deduction either by issuing a credit to the customer, obtaining a payback or issuing a chargeback invoice.
  • Communicates directly and courteously with customer account base, field sales personnel and all other involved parties via telephone, fax machine, e-mail, etc. concerning orders, claims and other general customer support information.
  • Provides backup coverage to other CSR's and the Switchboard Operator/Receptionist as needed.

EDUCATION & EXPERIENCE

  • High School graduate (or equivalent degree) preferred
  • Experience in a call center strongly preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Must possess high-level written and verbal communications skills
  • Excellent interpersonal skills
  • Demonstrates good multi-tasking skills, prioritizing and follow-up skills.
  • Proficient in basic math skills
  • Must be skilled in Microsoft Office applications: Outlook, PowerPoint, Excel, Word and CRM.
  • Ability to work in a team-oriented environment that is fast paced and demanding
  • Ability to understand order entry system and all aspects of the J. D. Edwards Operating System.

Thank you for your interest in our company.

#LI-CG2

ABOUT Weil-Mclain

Weil-Mclain is a leading North American Brand of hydronic comfort heating systems for residential, commercial and institutional buildings since 1881. The related companies have manufacturing facilities in Michigan City, Indiana and Eden, North Carolina, along with regional sales offices throughout the United States and an administrative office in Burr Ridge, Illinois. Building on a reputation of quality and innovation, we are committed to creating Simplified Solutions for our Complex World.

TOTAL REWARDS

What's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. Our benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES
  • Integrity
  • Accountability
  • Excellence
  • Teamwork
  • Results

Our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT OUR COMPANIES

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.

 

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