Customer Service Representative

Customer Service Representative

Cleaver Brooks is looking for a Customer Service Representative to join our team in Thomasville, GA. The Customer Service Representative is responsible for upholding prompt, accurate, and timely attention to customer issues that occur within the normal business environment of Cleaver Brooks. The position holder will assist internal and external customers with offering solutions to account questions, shipping status inquiries, material orders, technical applications, problem resolution, and related queries.

Job Location: Thomasville, GA

Schedule: 8am - 5pm, Monday - Friday

The Customer Care Representative is an interactive customer solution specialist, focused on problem and conflict resolution. The position holder will be the customer-facing representative for Cleaver-Brooks and the Cleaver-Brooks family of products. offering solutions to account questions, shipping status inquiries, material orders, technical applications, problem resolution, and other related queries.

The candidate must be driven by a passion to help others with problems. An outstanding communicator who can speak with a customer and through inquiries can develop an understanding of the issue, determine an action path to resolve the concern.

The candidate will exercise issue ownership, which will be the single point contact for any customer inquiry. From the initial call to final resolution the specialist will coordinate resources and skillsets to resolve the customer's inquiry, once resolved document and elevate the issue to Quality for root cause evaluation and process review.

Essential Duties:

• Responds to customer inquiries via phone, email, and other communication channels.
• Provide insight to customers in reference to orders, quotes, ship dates, service, general technical support, and other topics related to customer inquiries.
• Act as a liaison between customers, field sales staff and the internal Cleaver-Brooks staff.
• Direct and/or route customers to the appropriate internal resources as required.
• Build and maintain strong customer relationships.
• Maintain adequate records of customer inquiries, returns, complaints, and errors to ensure proper follow-up can be conducted.
• Foster good professional working relationships with all functional teams within Cleaver- Brooks and its operating facilities.
• Represent the core ideals and values of Cleaver-Brooks within all customer and field interactions.
• Apply intellect, creativity, adaptability, judgment, and management skills to achieve required results.
• Ensure duties and company projects are accomplished in an efficient and cost-effective manner.
• Support peers and management with internal and external projects.
• Adhere to company policies.
• Other duties as assigned.
• Communicate with other departments on new products and improvements.
• Participates in training (formal and informal) to maintain current knowledge of products and service procedures.

Qualifications:

• Proven Interpersonal and communication skills.
• Strong organizational skills through demonstrated ability to multi-task and manage time with good attention to detail.
• Demonstrates safety, quality, customer satisfaction and continuous improvement characteristics. With familiarity in ISO9000/9001.
• Results-orientation and proven ability to deliver on commitments with minimal supervision.
• Ability to work with multi-disciplined teams in a dynamic, fast-paced environment.
• Other Duties: As assigned by supervisor.

Internal Contacts: Occasional contacts requiring the obtaining or giving of information.

External Contacts: Contacts required as a regular part of daily duties involving work of non-controversial nature.

Physical Skill and Effort: Work requires a few simple, but rapid, hand operations. Work requires simple, easy muscular movements.

Working Conditions and Hazards: Normal plant, shop, field or office conditions. From time to time, slightly disagreeable features. Negligible/little or no exposure.

Benefits of Being a Cleaver-Brooks Employee:

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network's ability to deliver the knowledge, service, training, and support that are essential to long-term performance. Our customers will tell you that we are the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They will also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe, and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues a 90+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.