Tier 3 Customer Service Representative

Overview

Handle customer inquiries, orders, returns, warranty claims, and issue resolution.

Key Responsibilities

• product knowledge
• warranty claims
• order management
• pricing resolution
• erp analysis
• customer service

Tasks

-Builds and maintains deep knowledge of Viega products -Provides follow-up communications with customers, sales, and support teams regarding questions or discrepancies, including invalid purchase orders, back orders, shipping methods, part numbers, pricing issues, and estimated delivery dates. -Processes and resolves warranty claims by partnering with Quality Assurance and Technical Support teams to confirm validity and issue credits or replacements. -Handles customer complaints with empathy, professionalism, and a solutions-oriented approach. Escalates complex issues to appropriate resources and departments when necessary, ensuring satisfactory outcomes. -Serves as the primary point of contact for all customer inquiries, across various platforms, managing the entire customer service lifecycle – including order entry, product inquiries, returns, warranty claims, price quoting, and customer complaints - with professionalism and efficiency. -Attends meetings as required and/or assigned. -Researches and resolves order-related issues, including pricing discrepancies, product questions, and logistics-related customer inquiries. -Collaborates with departmental resources and other departments as needed to resolve order issues, escalate complex situations, and ensure case resolution while maintaining a customer-focused approach. -Delivers accurate and timely responses to inquiries about pricing, product availability, shipping, scheduling, and order status to drive results and support customer satisfaction. -Investigates and resolves complex pricing, logistics, and shipping discrepancies, ensuring clear, professional communication throughout the resolution process to instill trust and maintain positive customer relationships. -Adheres to ISO9001 compliance standards. -Reviews and processes customer returns by verifying quantities, purchase dates, pricing, and part numbers, ensuring compliance with Viega’s return policies and procedures. Provides customers with clear return instructions, including restocking fees, credit terms, or replacement details as needed. -Effectively manages multiple tasks and priorities -Analyzes incoming customer orders utilizing various technical tools including email and enterprise resource planning (ERP) platforms. -Communicates effectively by providing clear, timely, and accurate updates to customers, sales, and internal stakeholders regarding order status, discrepancies, and next steps. Facilitates ongoing communication and alignment between departments to streamline processes and deliver a seamless customer experience. -Ensures the accuracy of orders requested and efficiently rectifies information in accordance with established guidelines, customer requirements, and data management procedures. -Occasional travel may be required. -Builds and maintains positive, productive relationships within and across teams, customers, and vendors -Documents interactions and resolutions to support internal collaboration, reporting, and continuous improvement efforts.

Requirements

• customer service
• erp
• crm
• microsoft excel
• 3-5 years
• high school

What You Bring

-Excellent customer service skills including but not limited to professional phone/email protocols -Some college education preferred -3-5 years related, high-volume customer support, sales and/or account management experience required, preferably within a manufacturing, wholesale or distribution environment -General understanding and application of continuous improvement principles, identifying opportunities to improve quality and optimize processes, tools and ways of working -Ability to work both independently and in a team environment, effectively collaborating with department leaders and resources, cross-functional teams, and with customer -High School Diploma or equivalent required -Strong interpersonal, written, and oral communication skills -Ability to prioritize tasks, including follow-up and follow-through on customer requests -2-3 years of progressive work experience performing administrative tasks, data-entry, interacting with customers, managing process or other related responsibilities required -Strong organization skills, attention to detail, and time-management skills -Thinks critically and applies effective problem-solving skills to drive results -This role requires strong communication skills, attention to detail, and the ability to collaborate with internal teams across sales, logistics, technical support, and quality assurance -Proficient in (or able to quickly develop proficiency) the use of Viega’s ERP and CRM platforms -Proficient in the use of common office equipment and software – including: computers, printers, Microsoft Word, Excel, Outlook, Teams, and PowerPoint

People Also Searched For

Benefits

-Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days -Base: $56,000 to $68,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market. -Wellness Program -Medical, Dental, Vision -Voluntary Benefits (Life, AD&D, Disability) -Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company’s performance and their own individual performance. -401(k) retirement plan with a 7.5% company contribution -Health Savings Account (HSA) with a company contribution

About Viega Llc

-Known for its innovation, developed the first press connection system for plumbing systems. -Specializes in systems ensuring secure, efficient, and reliable connections in buildings and industrial applications. -Solutions used in various sectors, including residential, commercial, industrial, and energy. -A trusted partner for major construction and infrastructure projects, providing high-quality systems. -Offers a range of products, from fittings and valves to advanced press technology, for seamless installation. -Technology used globally, with installations in major infrastructure projects across the world. -Reputation built on reliability, safety, and efficiency, making it a go-to for engineers and architects alike.

Sector Specialisms