Customer Service Representative

Customer Service Representative

UGSI Chemical Feed is a wholly-owned subsidiary of cleanwater1, Inc., a global provider of on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems serving the water and wastewater treatment industries. UGSI Chemical Feed, through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market.

The Customer Service Representative is responsible for working with external customers and internal teams to identify, quote, and sell replacement parts. Main duties include answering phone calls and emails sent to our integrated service team; creating troubleshooting cases; creating, entering, and issuing sales orders, invoices, and POs; entering Manufacturing Orders; handling RMAs; and other aspects required for providing a positive customer experience.

The successful candidate will be a self-starter with a team-centric personality, strong communication skills, and experience in a professional setting. They will demonstrate strong organizational skills, prioritizing customer issues effectively, ensuring timely resolution, and maintaining reliability in handling tasks and commitments. The Customer Service Representative will frequently interact with customers and internal staff, and must be able to remain positive and professional in all situations. They should demonstrate a good attitude and the ability to work independently with minimal direction, while staying friendly, patient, and flexible when supporting both customers and teammates.

This is an in-person position that will work out of our Vineland, New Jersey location and may sit at the front desk to welcome visitors and vendors to the facility. This full-time position reports to the Customer Service Manager and will largely support the UGSI Chemical Feed business and product lines.

Essential Job Functions

• Answer incoming customer calls, provide assistance and information, and ensure adequate phone coverage by coordinating with the Customer Service team.
• Apply active listening and emotional intelligence to understand customer concerns, de-escalate challenging situations, and respond with empathy and professionalism.
• Ensure accurate and timely entry of sales orders, invoices, and manufacturing orders, coordinating with production and logistics teams as needed.
• Stay up to date on product knowledge, industry trends, and internal procedures to provide customers with accurate and informed support.
• Use various ERP and CRM systems to create quotes, orders, and invoices ensuring accuracy and integrity.
• Effectively organize and prioritize customer issues, ensuring prompt resolution while maintaining reliability and kindness.
• With support from internal team members, determine replacement parts and their part numbers required, according to inspections of old parts, customer requests or customer's descriptions as needed.
• Identify and recommend additional or replacement parts during customer interactions, highlighting opportunities to increase sales.
• Collaborate with the Service and Engineering teams to ensure high level of customer satisfaction.
• Work closely with inventory management teams to confirm product availability, track shipments, and provide accurate lead times to customers.
• Build and maintain strong relationships with customers by providing high-quality service, addressing concerns, and proactively following up on open inquiries.
• Log call details, technical troubleshooting, and inquiries as Cases in Salesforce, updating and assisting in resolution as applicable.
• Create RMA's (Return Material Authorizations) and No Charges (requests to ship parts out at no charge) as needed after obtaining proper approvals from management.
• Coordinate payment and/or credit authorization and refunds with the Accounting Department.
• Identify areas for process improvement and contribute to enhancing customer service workflows and efficiencies.
• Conduct follow-up surveys with customers to gather feedback, measure satisfaction, and identify opportunities for improvement.
• Collaborate with the Field Service Manager to prepare quotes and support the sale of service contracts, ensuring customers understand the value of ongoing maintenance and support.
• Dress appropriately for a professional environment and represent the company positively.
• Other duties as assigned.

Required Qualifications

• Associates or Bachelor Degree in communication, business administration, or related field.
• 2+ years' experience in a customer service-related field
• Experience working with customers in a customer facing role.
• Strong organizational, planning and problem-solving capability.
• Strong verbal and written communications skills with effective use of visual aids such as price sheets, drawings, or operations manuals.
• Ability to manage multiple activities at the same time and recall important details.
• Excellent computer skills, including email and Microsoft Word and Excel.
• Ability and willingness to work overtime as workload dictates.
• Comfortable learning new things and willingness to participate in discussions and provide input.
• Aptitude to learn technical skills and knowledge of the water and/or wastewater industry, our equipment, and associated parts to ensure accurate quoting.

Preferred Qualifications

• Ability to read engineering, electrical, or construction drawings.
• Familiarity with CRM and ERP software ex: Made to Manage, Sales Pad, GP, SAP, Salesforce, etc.
• Technical knowledge of plumbing and piping systems, mechanical systems, chemical pump and motor repair, or safety and compliance.

Physical Demands

• Ability to sit for long periods of time.
• Ability to lift and/or move up to 25 lbs.
• Ability to look at computer monitors for much of the workday.
• Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

• Approximately 80% Office.
• Approximately 20% Light Industrial - May be exposed to areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions.

Pay Range: $25 - $30 per hour

Cleanwater1, Inc. and its subsidiaries are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. Cleanwater1, Inc. and its affiliated subsidiaries maintain a drug-free workplace.