Tier 3 Customer Service Representative

Description

• 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.
• Attends meetings as required and/or assigned.
• 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.
• Researches and resolves order-related issues, including pricing discrepancies, product questions, and logistics-related customer inquiries.
• Documents interactions and resolutions to support internal collaboration, reporting, and continuous improvement efforts.
• 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.
• Processes and resolves warranty claims by partnering with Quality Assurance and Technical Support teams to confirm validity and issue credits or replacements.
• Occasional travel may be required.
• Delivers accurate and timely responses to inquiries about pricing, product availability, shipping, scheduling, and order status to drive results and support customer satisfaction.
• Analyzes incoming customer orders utilizing various technical tools including email and enterprise resource planning (ERP) platforms.
• Handles customer complaints with empathy, professionalism, and a solutions-oriented approach. Escalates complex issues to appropriate resources and departments when necessary, ensuring satisfactory outcomes.
• 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.
• Builds and maintains deep knowledge of Viega products
• Effectively manages multiple tasks and priorities
• Builds and maintains positive, productive relationships within and across teams, customers, and vendors
• Ensures the accuracy of orders requested and efficiently rectifies information in accordance with established guidelines, customer requirements, and data management procedures.
• 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.
• 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.

Requirements

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

Benefits

• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days
• Health Savings Account (HSA) with a company contribution
• Wellness Program
• Base: $56,000 to $68,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• 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
• Medical, Dental, Vision
• Voluntary Benefits (Life, AD&D, Disability)

Training + Development

Interview process

Visa Sponsorship

Security clearance