Customer Account Specialist I- Customer Service

Job Description

Job Description

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Company Description:

Orenco Systems, Inc. (subsidiary of Infiltrator Water Technologies) is a manufacturer of innovative onsite and decentralized wastewater collection and treatment technologies. Solutions include community collection systems, advanced secondary treatment systems, watertight fiberglass tanks, and in-tank pumping and filtration systems. Orenco also manufactures high-quality standard, custom, and OEM controls, along with state-of-the-art fiberglass buildings, tanks, and enclosures.

Infiltrator Water Technologies is a market leader within the onsite wastewater treatment industry, Infiltrator manufactures a variety of revolutionary products and innovative, environmentally friendly alternatives to traditional stone and pipe leachfield and concrete septic wastewater system components. We sell our products through wholesale distribution across the United States and Canada for use on properties with onsite wastewater treatment systems.

GENERAL POSITION SUMMARY:

This intermediate-level position exists to supports Orenco's customers and the Regional Sales teams; the Customer Account Specialist I attracts or retains customers by answering product and service questions, suggesting information about Orenco products and services, and documenting customer feedback on products and services. The Customer Account Specialist I is part of a regional team and conducts day-to-day support activities for customer accounts within a given territory. The Customer Account Specialist I provides technical support, quotes for standard and custom products, processes orders and oversees all aspects of the order process to ensure order fulfillment. This position also prepares correspondence and fulfills customer needs to ensure customer satisfaction.

ESSENTIAL FUNCTIONS and KRA:

• Safety/Culture
• Continuously maintains Orenco management's safety, cultural, and professional standards.
• Promotes, encourages, and reinforces a positive safety culture, safe practices, and a safe work environment to all employees.
• Conducts all work in a safe manner and promotes safe work practices to all associates and clients.
• Customer Service
• Improves the overall customer experience by providing value-add product recommendations.
• Educates external stakeholders.
• Conducts outgoing calls to distributors to proactively meet their needs for product, information, etc.
• Learns and demonstrates effective use of Integrity Selling.
• Grows our contact database of key external stakeholders to ensure they are receiving regular communication from Orenco.
• Executes initiatives within the territory focused on customer retention and acquisition.
• Assists sales in setting up new distributor accounts.
• Leading
• Demonstrates leadership within the sales department and within the organization daily.
• Participates in meetings and contributes ideas and opinions.
• Improves methods for internal and customer-facing processes.
• Participates in team, department, and organizational initiatives.
• Coordinates with various departments within Orenco as necessary regarding team initiatives and objectives.
• Sets and strives to complete annual personal development goals.
• Planning
• Participates in creation and implementation of regional/territory strategic sales plans.
• Customer Service Support
• Assists customers in determining their needs and offering appropriate solutions related to Orenco wastewater equipment.
• Responsible for purchase orders, logistics coordination, and any product returns and warranty claims within the territory.

• Provides order status and shipment information to customers.
• Communicates customer issues to the regional team and helps resolve issues.
• Reporting
• Thoroughly documents tasks and customer interactions in CRM (Customer Relationship Management).
• Inputs, updates, and ensures accuracy of customer contact information in CRM.
• Communicates distributor/dealer needs back to regional team.
• Becomes familiar with all Orenco-related products and technologies.
• Becomes familiar with state and local regulatory rules within their assigned territory.
• Work to be done during manufacturing business hours, however this position may on occasion work outside business hours to support department and business needs. Occasional long hours may be required.
• Regular, consistent, and predictable attendance is required.
• Will occasionally perform additional duties for the customer service, systems engineering, regional sales, and asset management teams.

EDUCATION:

A two year degree in business or a technical course or a satisfactory equivalent combination of experience and education with demonstrated technical proficiency.

KNOWLEDGE/SKILLS/EXPERIENCE:

• At least twelve months experience as a Technical Service Representative II with demonstrated proficiency across the Technical Service Representative II key result areas or five or more years of customer service experience in a similar position.
• Learns quickly and utilizes skills and knowledge to analyze and solve problems.
• Good organizational skills are required.
• Provides professional, courteous, customer service to individuals from diverse backgrounds.
• Exceptional verbal and written communication skills are required.
• Good mathematics and algebra skills are required. College level algebra skills are preferred.
• Competent with word processing, spreadsheets, and email applications.
• Ability to be flexible and adjust to priorities with little notice and to remain calm during confrontational or high-pressure situations.
• Ability to use sound judgement and follow through in problem solving and decision making processes.
• Must be willing and able to travel.
• Must be able to meet and maintain Orenco's approved driver criteria; a valid driver's license, satisfactory driving record, current insurance on personal vehicle, and meet company insurability requirements.