Customer Experience Representative II

Job Description

The Customer Experience Representative II is the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email.

This position will serve our Raypak Division, located in Oxnard, CA

Responsibilities

• Answer incoming customer phone calls and provide clear, accurate information regarding products, orders, and general inquiries.
• Respond to customer emails promptly and professionally, ensuring all questions are addressed and documented.
• Enter new orders, update existing orders, and process cancellations with a high level of accuracy.
• Use Oracle ERP to enter, review, and maintain order information, shipping details, and customer data.
• Use Microsoft Dynamics CRM to log interactions, track customer issues, and maintain accurate customer records.
• Coordinate with logistics, production, and warehouse teams to ensure orders are processed and shipped according to customer requirements.
• Provide customers with order status updates, tracking information, and expected delivery timelines.
• Support internal teams by providing order details, customer updates, and system information as needed.
• Maintain a consistent, professional tone in all communications and represent the Raypak division with a high level of service.
• Adapt to changing priorities, system updates, and process improvements.

Qualifications

• High school diploma or general education degree (GED)
• 2 years of customer facing work experience
• Call center or call center related experience
• Ability to read, and comprehend short correspondence, and memos
• Ability to carry out instructions furnished in written, oral, or diagram form
• Ability to prioritize multiple tasks and deal with numerous interruptions
• Strong active listening skills
• Demonstrated ability to work well with others in a team environment
  As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:
• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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The pay scale of this role in California is $77,600 - 124,100. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

About Us

At Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives-every day.