Customer Resolution Representative
Elkhart, IN, US, 46516-1167
NIBCO is a recognized leader in the flow control industry. Headquartered in Northern Indiana, with a manufacturing history that spans over a century, NIBCO operates manufacturing facilities across the United States, as well as Mexico and Poland. NIBCO is known by our customers for exceptional quality, commitment to on-time delivery, and outstanding product innovation. Setting us apart from our competitors is our people.
If you're looking for a place where your hard work and great ideas make a difference--NIBCO is the place for you.
POSITION INFO:
This position is directly responsible for investigating, evaluating and resolving complaints regarding order discrepancies and concerns raised by customers.
RESPONSIBILITIES:
• Work with external and internal customers to investigate Service Excellence Reports used to record customer complaints and concerns regarding order discrepancies (SETRs).
• Evaluate the results of SETR investigations and determine appropriate resolutions for claims and customer complaints in light of the investigation and all relevant circumstances, including the nature and cause of the issue, risk to the organization, the customer’s purchasing history, carrier considerations, and the relevant plant, product, or shipping changes that could affect the outcome of the claim.
• Implement and document claim resolutions in a timely, accurate, and efficient manner, including the preparation of written correspondence to internal and external customers.
• Analyze various correspondence including orders, discrepancy reports, claims and sales information.
• Exercise the highest level of professionalism and customer service.
• Establish and maintain a high level of product knowledge to effectively meet customer service expectations and appropriately evaluate claim resolutions.
• Identify system/process improvements to reduce SETRs, improve efficiencies, and decrease risk to the organization.
• Collaborate with team members to ensure full customer coverage and excellent customer service.
EXPERIENCE:
2 to 4 years prior customer service experience is required. Candidates must have an aptitude for problem resolution and analytical research.
EDUCATION:
High school diploma required. Four year college degree preferred.
TRAINING AND SKILLS:
Excellent verbal communication and phone etiquette skills required. Candidates must possess the ability to compose business correspondence and have strong grammar skills. Evaluate customers’ concerns and determine appropriate steps to address concerns in light of the nature and cause of the issue, the customer’s purchasing history, carrier considerations, evaluation of relevant plant, product or shipping changes that could affect the overcome of the claim. SAP and Microsoft Office experience.
PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
NIBCO is committed to equal opportunity employment. It is the policy of NIBCO to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.