Customer Service Representative - Underground Waterworks Supply

Etna Supply Customer Service Representative

Are you driven to provide exceptional service to customers? Do you have working knowledge of the Underground Waterworks industry? Be the voice of our brand and support customers from start to finish. Your industry knowledge, strong communication skills, and problem-solving mindset will make you an essential part of our team and help us deliver the outstanding service our customers rely on.

Join the team that has been powering growth and an excellent reputation for over 60 years! Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

What We Offer:

• Competitive compensation package including quarterly bonuses!
• 401(k) w/ company match
• Medical, Dental, and Vision Insurance
• Company provided and Voluntary Life Insurance
• Short Term and Long-Term Disability
• and more!

Typical Responsibilities

• Provides friendly and helpful customer service and create quotes for established customer working the job order form beginning to end
• Meet or exceed the expectations of our customers by providing a positive customer experience.
• Be a positive and professional representative of Etna in all customer and stakeholder interactions, acting with honesty and integrity.
• Communicate with customers, outside sales representatives, and vendors by phone and email.
• Support outside sales representatives by entering orders and accessing customer and product information.
• Prepare accurate project quotes by interpreting estimator, sales rep, and customer prepared material takeoffs.
• Gather manufacturer quotes and certifications for materials on project quotes, ensuring proper compliance to project requirements.
• Turn in proper documents for submittal requests in a timely manner
• Receive and process orders for product, following company SOP's.
• Type orders and quotes within the ERP system; preparing, posting, and closing work orders and projects as required.
• Create job files and organize paperwork as needed.
• Order products and equipment as needed and assist customers by tracking orders and troubleshooting when problems arise.
• Train others regarding department material applications and limitations.
• Coordinate shipping of orders and materials required with various departments.
• Address issues concerning billing or services rendered, referring complaints of service failures to designated departments for investigation.
• Assist in maintaining inventory control and monitor flow of materials, prepare and issue reports as needed.
• Back up warehouse and counter as needed.
• Communicate any/all product and vendor opportunities to sales leadership for review.
• Keep up to date on products and product features available.
• Attend internal, vendor, and industry trainings and meetings as required.

Knowledge, Skills, and Abilities

• Working knowledge of products sold and their applications.
• Ability to manage multiple tasks and priorities and easily adapt to changing situations.
• Effective communication, interpersonal, customer service, negotiation, judgement, decision making, organization, conflict management, problem solving, and stress management skills.
• Working knowledge of Microsoft Office products and Eclipse.
• Effectively read and interpret documents, such as blueprints, safety rules, operating and maintenance instructions, and procedures manuals.
• Ability to accurately add, subtract, multiply, and divide with or without using a calculator.
• Ability to accurately calculate figures and amounts such as margins, discounts, interest, proportions, percentages, area, circumference and volume.

Education and/or Experience

• High School Diploma or equivalent; or
• One year of related experience and training; or
• Equivalent combination of experience and education.

Physical Demands and Working Conditions

• Frequently required to sit; talk and hear; and use fingers.
• Regularly required to walk and stand, reach, grasp, and handle.
• Occasionally required to lift and/or move up to 25 pounds.
• Must be able to fulfill the essential job functions in a consistent state of alertness and a safe manner.
• Specific vision abilities required by this job include clear vision at 20 inches or less.

We are an Equal Employment Opportunity Employer.

M-F 7am-4:30pm