Tier 3 Customer Service Representative

About the Role

The Customer Service Specialist at Viega is responsible for delivering an exceptional experience to customers, acting as the main point of contact for inquiries, orders, and service needs. This role manages the full lifecycle of customer interactions, from order entry and product questions to complex issues such as returns, warranty claims, and logistics challenges, reinforcing Viega’s reputation for superior service. The specialist works closely with internal teams—including sales, logistics, technical support, and quality assurance—to resolve pricing discrepancies, shipping issues, and warranty matters while maintaining professional and timely communication. They also ensure accurate documentation of interactions and adhere to ISO 9001 compliance standards. • Serve as primary contact for customer inquiries across phone, email, and other platforms. • Enter and process customer orders, providing accurate pricing, availability, and shipment status. • Investigate and resolve pricing, logistics, and shipping discrepancies. • Process warranty claims in partnership with Quality Assurance and Technical Support, issuing credits or replacements. • Review and manage product returns, ensuring compliance with company policies and communicating instructions to customers. • Conduct follow‑up communications with customers, sales, and support teams on purchase orders, back‑orders, and delivery estimates. • Analyze incoming orders using ERP and email tools, correcting data to meet guidelines. • Handle customer complaints with empathy, escalating complex issues when necessary. • Collaborate with cross‑functional departments to achieve timely case resolution. • Document all interactions and resolutions to support reporting and continuous improvement. • Adhere to ISO 9001 standards and perform other assigned duties, including occasional travel. • Apply critical thinking and problem‑solving skills to drive results. • Prioritize tasks and ensure follow‑through on customer requests. • Build and maintain positive relationships with customers, vendors, and internal teams. • Maintain detailed knowledge of Viega product line. • Implement continuous improvement ideas to enhance quality and processes.

Key Responsibilities

• ▸order entry
• ▸pricing discrepancy
• ▸warranty claims
• ▸returns review
• ▸erp analysis
• ▸customer support

What You Bring

Candidates must possess strong communication and interpersonal skills, attention to detail, and the ability to collaborate across functions. Proficiency with Microsoft Office, and the ability to quickly learn Viega’s ERP and CRM platforms are required, along with critical thinking and problem‑solving capabilities. Applicants should have a high school diploma (or equivalent), 2‑3 years of relevant administrative or data‑entry experience, and 3‑5 years of high‑volume customer support or account management experience, preferably in manufacturing or distribution. The posting is open from December 17 2025 until February 21 2026; contact Brad Kerwin for more information. • Utilize Microsoft Word, Excel, Outlook, Teams, PowerPoint, and quickly master Viega’s ERP/CRM systems. • Work independently and as part of a team across departments. • Meet education and experience requirements: high school diploma, 2‑3 years administrative experience, 3‑5 years high‑volume customer support or account management experience.

Requirements

• ▸microsoft office
• ▸erp/crm
• ▸high school
• ▸admin experience
• ▸customer support
• ▸communication

Benefits

The position offers a base salary of $56,000‑$68,000, eligibility for a discretionary annual bonus, and a comprehensive benefits package that includes medical, dental, vision, a wellness program, HSA contributions, voluntary life and disability coverage, a 401(k) with a 7.5% company match, and generous paid time off.

Work Environment

Office Full-Time