Customer Service Representative

Key Details:

Job Title

Customer Service Representative

Client

An irrigation equipment Manufacturing Company

Location

Riviera Beach, Florida, United States

Work Mode

Onsite

Compensation

USD 58,000 annual base salary (negotiable) + Bonus + Benefits

Benefits

As per company policy

Team Structure

Part of the Customer Service team, working closely with the regional sales team and coordinating with the shipping, warehouse and production functions.

Reporting Structure

Typically reports to the Customer Service Manager (or Sales Manager);
no direct reports.

About the Client

Our client is a family-owned designer and manufacturer of irrigation products, headquartered in Riviera Beach, Florida. Founded in 1974 by inventor Carl L.C. Kah, Jr., the company produces a broad range of residential, commercial and golf irrigation solutions, including rotors, spray heads, nozzles, valves and indexing valves. Their products are sold through a network of distributors across the United States and in international markets. The company is known for engineering innovation and its commitment to water-efficient irrigation.

About the Role

The Customer Service Representative owns the domestic order and customer service queue, ensuring that orders received through all channels are processed accurately, completely and on time. The role serves as a key point of contact for customers and the sales team on pricing, availability, delivery and order status, while coordinating closely with shipping, warehouse and production teams. The individual is also expected to manage returns, credits and claims, and to communicate the status of nonconforming product to customers and internal stakeholders. The role directly supports customer satisfaction, sales effectiveness and the smooth flow of orders through the business.

Responsibilities

Order Management & Processing

• Own the domestic order/customer service queue.
• Review and process incoming orders received via e-mail, EDI, e-commerce and other channels.
• Review orders for completeness and accuracy.
• Process and execute product sample requests for both customers and the sales team.
• Invoice sales transactions.

Customer & Sales Communication

• Answer incoming phone calls.
• Respond to sales team and customer inquiries via phone and e-mail.
• Communicate with customers regarding pricing, delivery, product availability, order status and related matters.
• Provide support to sales representatives.
• Build and maintain strong customer relationships.

Operations Coordination

• Communicate with the shipping department and warehouse team to ensure timely and accurate order fulfilment.

Returns, Credits & Claims

• Process routine returns, credits, warranty claims and shortage claims.

Nonconforming Product Responsibility

• Communicate with customers regarding the status of nonconforming products.
• Communicate with the Production Planner, Sales Manager, Plant Manager and Shipping Supervisor regarding the status of nonconforming product.

Other Essential Duties & Physical Requirements

• Handle multiple tasks in a fast-paced environment, cooperate with co-workers, and communicate in a positive, productive manner with co-workers and customers.
• Climb stairs/ladders;
  occasionally squat, bend, stoop and reach;
  move quickly throughoutthe facility;
  and perform fine motor skills. The position requires visual acuity and the ability to communicate verbally with co-workers and customers.
• Lift and carry up to 20 lbs. repeatedly during the workday. The position may require the entire workday to be spent seated at a desk, or repeated standing and walking, based on business needs.
• Work overtime as necessary to meet business needs.
• Comply with client's Safety Policy and Procedures.

Additional Duties

• Assist with other duties as assigned.

Must-Have Skills

• Minimum of two years of customer service experience with a distribution company.
• Experience providing regional key account customer service in conjunction with regional sales team members.
• Excellent customer service and interpersonal skills.
• Strong oral and written communication skills.
• Proficiency in Microsoft Office, particularly Outlook, Word and Excel.
• Sound general computer knowledge.
• Ability to multitask effectively in a fast-paced environment.
• Education: High School Diploma.

Nice-to-Have Skills

• Experience with ERP or order management systems for order entry and invoicing.
• Familiarity with EDI and e-commerce order processing platforms.
• Exposure to the irrigation, landscape, turf or related manufacturing/distribution industry.
• Experience handling returns, warranty claims and nonconforming product processes in a manufacturing environment.