Customer Service Representative

Company: Tri-Phase Automation

About Us:

Tri-Phase Automation is a unique distributor with over 25 years of experience in the automation industry. We are the trusted partner for manufacturing companies in Wisconsin and Northern Illinois, offering innovative solutions with the widest range of products and services in the Midwest. Our degreed engineers form lasting relationships with customers, acting as an extension of their engineering teams. Rely on us to reduce risk, lower costs, and provide exceptional value-added services based on your specific needs. Experience the Tri-Phase advantage in automation.

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Summary:

This role is for the Associate to join our Customer Service team, managing the critical role of servicing our customers through the Return Material Authorization (RMA) process, order entry, and general service functions. The Associate will be responsible for the accurate and timely completion of these functions while being adept at working both independently and with team members.

Duties and Responsibilities:

• Responsible for understanding and managing the Return Material Authorization (RMA) process
• Responsible for entering orders, including the placement of vendor purchase orders if necessary
• Responsible for notifying the customer that their order has been received via an order acknowledgement.
• Responsible for obtaining vendor confirmations and checking those confirmations against our purchase order for accuracy.
• Reviews and monitors each order to ensure timely product delivery.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Manage large amounts of incoming emails and calls from customers and vendors.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Special projects as required.

Qualifications:

• Bachelor's degree is desired, but not required
• Experience in a customer service setting is a plus
• Solid computer skills including Microsoft Office products.
• Strong organizational, communication, and listening skills.
• Ability to problem-solve and show critical thinking.

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Tri-Phase Automation operates as a vital subsidiary within Flow Control Group (FCG), a prominent holdings company that is a leading solutions provider focused on technically oriented products and services for flow control, fluid handling and process, industrial automation, and life sciences with locations throughout North America. As a critical intermediary between over 3,000 suppliers and 15,000 customers, over 90 brand companies, and close to 1,700 employees, FCG's distribution and technical expertise serve an essential function in the movement of mission-critical components to a diverse array of end markets and applications.

Why Build a Career with Us?

Everyone's an Owner of the Company: Because every team member contributes to Flow Control Group's success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies.


Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.

Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities : At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.