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 support Rheem North America , located in Oxnard, CA . This is an on-site position.

Responsibilities

• Confers with customers by telephone and email to provide information about products or services, orders, shipping changes, warranty and tracking information.
• Maintains harmonious relationships with customers. Acts as an extension to the field sales staff. Keeps salespersons in the field informed of all pertinent actions affecting them.
• Processes customer orders/changes/return according to established department policies and procedures.
• Coordinates with the Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments as needed eliminating delays and facilitating prompt deliveries.
• Reacts quickly to changing priorities, processes, and systems.
• Maintains extensive phone and email contact with dealers, wholesalers, retailers, plumbers/contractors, homeowners, and internal customers concerning production and shipping dates, price and availability of product, warranty information and returned goods.
• Takes ownership of customer complaints and acts accordingly to resolve and prevent reoccurrence of issues.
• Other duties as assigned.

Qualifications

• High School Diploma or equivalent
• 3+ years of experience in customer service
• Demonstrates data entry skills.
• Ability to carry out instructions furnished in written, oral, or diagram form.
• Excellent interpersonal skills including the ability to work with people inside and outside the Company in a professional and sincere manner.
• Excellent problem-solving skills.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrated ability to work well with others in a matrix 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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About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we're passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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.

Our Behavior Based Values set us apart:

• Listening to Understand - Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively - Applying creativity, seeking improvements, understanding from the customers' lens
• Acting with Responsibility - Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.