Make additions and deletions to existing orders according to existing policy and procedure.
Work with customers to troubleshoot and resolve product application issues.
Respond to customer inquiries for product or order information from email, phone, fax or EDI. Coordinate with local sales agent to resolve customer application issues.
Develop and deliver ongoing product application training for customer service staff, providing technical tips to assist customers.
Provide technical support during on site visits and virtual training.
Enter customer/product complaints/claims into our Quality Form (QF) system.
Recommend and up sell products compatible with customer buying patterns and quotations.
Make product recommendations based on customer requirements.
Ensure special instructions are clearly communicated in text with appropriate dates, initials, and buyer contacts.
Answer customer inquiries through Bazaarvoice from our various distributors.
Edit orders for correct sales and shipping information, and ensure proper price is applied.
Requirements
word
excel
customer service
problem solving
undergraduate
technical support
PC Computer Proficiency: Word, Excel, etc.
In-depth customer service skills. Ability to problem solve and identify root cause.
Undergraduate degree preferred
In-depth emotional intelligence: behavioral maturity, demonstrated trust and integrity, high ethical standards, interpersonal competence and the ability to prevent, reduce and resolve conflict.
Previous experience in a call center environment.
In-depth product knowledge (product attributes and applications) in the Plumbing industry.
Bilingual (Spanish) a plus.
In-depth written and oral communication skills. Good listening and questioning skills.
Previous experience in a technical support role.
Benefits
Annual Discretionary Cash Profit Sharing
Short-Term and Long-Term Disability income protection coverage at no cost to associates
Tuition reimbursement
Paid Maternity and Paid Parental Leave
Generous paid time off programs and paid company holidays to support flexibility and work-life balance
401(k) with competitive company match
Significant company contribution to Health Savings Account with a High Deductible Health Plan (HDHP)
Market leading health insurance including medical, dental, vision, and life insurance offerings for associates and qualified dependents
A robust suite of complementary benefits to support associate well being
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded in 1916
Year Established
Reflecting over a century of innovation and trust in the plumbing industry.
The company specializes in solutions for both residential and commercial markets, delivering high-quality products like pipe repair materials, adhesives, and faucets.
Oatey’s product portfolio is designed to support a wide range of projects, from routine residential plumbing repairs to large-scale industrial applications.
Oatey’s longstanding reputation is rooted in innovation, constantly adapting to meet the evolving needs of the plumbing industry.
Oatey’s commitment to reliability and performance has made it a go-to provider for contractors and professionals across various sectors.
Through its decades of experience, Oatey has cultivated a deep understanding of the plumbing landscape, creating products that are trusted in both routine and critical applications.
Oatey’s growth trajectory is marked by strategic acquisitions, expanding its product offerings and geographic footprint across North America.
Culture + Values
Collaboration: Work together to achieve shared goals
Integrity: Honor God in all we do. Be honest and have strong moral principles.
Respect: For oneself, each other, our environment, and our business relationships. Embrace diversity and be empathetic.
Courage: Take initiative and be accountable.
Leadership: Set the standard within our community, our markets, our industry, and with our associates.
Excellence: Performance driven to maximize opportunities
Environment + Sustainability
>20% recycled materials
sustainable construction materials
The company's Cleveland headquarters used more than 20% recycled materials in its construction.
Sustainability strategy anchored in three pillars: minimizing operational footprint; developing products that solve environmental problems; encouraging ecologically sensitive community practices
LEED-certified Distribution Center and Customer Support Center in Cleveland, plus Las Vegas Distribution Center designed to reduce resource consumption, lower costs, and enhance associate well-being
Cleveland headquarters achieved LEED Gold (New Construction) certification in 2018, featuring water-saving fixtures using rainwater cisterns, energy-efficient LED lighting and HVAC, diversion of construction waste, renewable project materials, and enhanced indoor air quality
No official net-zero target date publicly stated
Inclusion & Diversity
Committed to creating an inclusive and equitable environment where everyone can be their authentic self.
Strategy includes recruiting and retaining a diverse workforce.
Strategy also includes collaborating with a diverse supplier base.
Engages with the community on DE&I topics.
Does not publicly share gender-related statistics.