Irrigation Customer Service Associate

For over a century Charlotte Pipe and Foundry Company has been manufacturing pipe and fittings exclusively in the USA, employing 1,400 loyal, hard-working Americans. Today we manufacture the industry's broadest range of standard and specialty DWV products, including cast iron and plastic pipe and fittings.

Charlotte Pipe is headquartered in Charlotte, NC, and has seven plant locations across the United States.

Position Overview

This position is based in Charlotte, North Carolina, working out of the 520 Providence Rd. office and reporting to the Irrigation Customer Service Manager.

Key Responsibilities and Tasks

Credit Request Management

• Work with the Credit contact to process credits (e.g., missing pipe, damaged pipe from truck straps, etc.).
• Reconcile SiteOne quarterly discrepancy lists.
• Coordinate with Outside Sales Managers on warranty credits, including PIP claims.

Return Merchandise Authorizations (RMAs)

• Partner with Tech Services and Outside Sales Managers to create claims reports.
• Follow up to confirm product pick-up so credits can be issued and sent to customers.
• Create replacement orders with reference when required.

Irrigation Backlog Monitoring (ZOP2/ZBLD)

• Work with the Shipping Coordinator to ship stranded orders in the backlog.
• Contact customers to reconcile aged POs in the system.
• Coordinate deliveries with jobsites.

PIP Sales Support

• Build and maintain relationships with all PIP customers.
• Enter and manage all PIP orders, including scheduling PIP shipments.
• Create and manage job quotes for all locations.
• Collaborate with Outside Sales Managers.
• Track large job quotes and follow up with customers.

Monthly Billing

• Oversee monthly billing for Rep 02.

Order Entry Process

• Lead the Irrigation Division's order entry process to help reach monthly and yearly pound goals.
• Process donation and sample orders.
• Send order confirmations to customers.
• Clear out all EDI orders (currently SiteOne and Core & Main).

Job Quotes

• Create and manage job quotes for customers.
• Work with Outside Sales Managers to provide the best competitive pricing for large jobs.
• Log and track job quotes in Salesforce; follow up with customers as needed.

Pricing Management

• Change pricing levels independently based on Irrigation Division strategy.
• Distribute pricing sheets to customers.
• Manage the customer Price Tracker spreadsheet and coordinate with the Pricing Group to keep SAP up to date.
• Manage pricing requests from Spirit Group (and all other rep groups), including Ferguson, etc.
• Manage International team pricing requests (e.g., Chip, Andres).
• Gain and request fittings pricing for both PVC and Cast Iron (Core & Main).

New Customer Setup

• Manage new customer setup in SAP and Salesforce.
• Send credit applications to new customers when Outside Sales Managers are unable to do so.
• Forward completed applications to Accounts Receivable for processing.
• Upon customer approval and initial PO submission, coordinate with Accounts Receivable and the Customer Data Coordinator to complete the customer profile in SAP.

Freight Issues

• Manage any freight issues that may arise.

Customer Responsiveness

• Respond to all inquiries and requests within Irrigation's standard of 15 minutes.
• Build and maintain professional relationships with all Irrigation customers.
• Set correct, attainable expectations for customers.

Trade Shows & Customer Visits

• Accompany Irrigation team members to trade shows and customer visits as required, including:
• Irrigation Association Show (typically held at the end of the calendar year).
• Annual visits to select customers with Outside Sales Managers.

Additional Duties

• Provide administrative support as needed for the team.
• Serve as backup for the Irrigation Shipping Coordinator when needed.

Key Attributes

• Meticulous attention to detail
• Diligent and thorough
• Patient, even-keeled temperament
• Consensus builder with a relationship-oriented approach
• Systematic, well-rounded thinker
• Strong multi-tasker and effective time manager
• Customer-focused
• Adaptive learner open to new processes and systems

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.