<p>Customer Service Representative</p> <p>About the Company:</p> <p>IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cement for laminating acrylic sheets for aircraft canopies. Today, IPS, with its three operating companies, has eight manufacturing plants and nine distribution centers supporting sales to a diverse set of end markets in 85 countries.</p> <p>About the Diversified Products Operating Company:</p> <p>IPS Corporation's Roofing and Plumbing divisions (https://ipscorp.com/plumbing/) (https://www.ipsroofingproducts.com/) are industry leaders in residential and commercial roofing products and the plumbing industry's pioneer. IPS Roofing and Plumbing Products have sustained a superior reputation among plumbers, roofing distributors and contractors for high quality products, committed service and industry expertise. We were first to introduce plastic recessed washing machine and ice maker outlet boxes. Today our industry-leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors.</p> <p>ESSENTIAL JOB FUNCTIONS & DUTIES</p> <ul> <li>Order entry the same day of order receipt; order acknowledgements to customers within 24 hours of receipt of the purchase order. </li><li>Process sample orders and follow up with the RSM (regional sales manager) to communicate shipment information. </li><li>Receive incoming telephone calls and return calls to customers and colleagues promptly. </li><li>Respond to inquiries about pricing, order status, lot numbers and product availability on the same day the inquiry is received. If an inquiry comes in after 4:00 PM EST, a response to the customer should occur the first thing the following business morning. </li><li>Receive and log customer complaints in the CRM system, communicate complaints/inquiries to the appropriate RSM and internal QESH (quality, environmental, safety, and health) group to handle. </li><li>Process purchase orders, follow-up on payments, credits and PO status. </li><li>Issue Return Materials Authorization (RMA) and ensure that proper DOA (delegation of authority) is followed for RMA (return materials authorization) approval, process and provide credit memos to customers related to approved RMAs. </li><li>Process credit memos for Sales Goodwill; provide credit memos to customers. </li><li>Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual. </li><li>Proactively communicate customer inquiries to the appropriate, responsible RSM. </li><li>Maintain positive attitude and demonstrate professional behavior with internal and external customers. </li><li>Be an advocate for the VOC (voice of the customer) with internal commercial and operations team. </li><li>Field customer inquiries and when specific technical product information is requested by the customer, pass along to the appropriate technical services team. </li><li>Follow all safety guidelines for a safe work environment. Report any unsafe working conditions or behaviors to the appropriate safety manager, Director of Sales & Marketing, or VP of Operations. </li><li>Prepare sales and usage reports for direct customers, as needed by the commercial team. </li><li>Submits new account forms to ERP system manager / Accounting for account set up; proactively follows up on getting new account set up in a timely manner. Communicates new account set up completion to the appropriate RSM. </li><li>Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution. </li><li>Routinely contributes VOC to the commercial team to ensure that we maintain a high-performance level of customer service. </li><li>All other duties as assigned. </li></ul> <p>QUALIFICATIONS & SKILLS</p> <p>Education/Experience</p> <ul> <li>Associates degree or equivalent experience </li><li>1- 5 years prior experience in Customer Service </li><li>Experience with purchasing or inventory control in a manufacturing environment preferred, but not required </li></ul> <p>Communication Skills</p> <ul> <li>Ability to effectively communicate in English (verbal and written) required </li><li>Ability to follow written and oral procedures and instructions </li><li>Ability to speak Spanish is a plus </li></ul> <p>Mathematical Skills</p> <ul> <li>Must be proficient in arithmetic and basic mathematics (including percentages and ratios) </li></ul> <p>Computer Skills</p> <ul> <li>Basic knowledge of Microsoft Office (Outlook, Excel, Word, Power Point) required </li><li>Experience with ERP and CRM systems (JDE, Salesforce) preferred </li></ul> <p>Other</p> <ul> <li>Quality Focus </li><li>Attention to Detail </li><li>Problem Solving (a curious mind) </li><li>Documentation Skills </li><li>Listening Skills </li><li>Phone Skills </li><li>Resolving Conflict </li><li>Analyzing Information </li><li>Multi-tasking </li></ul> <p>WORK ENVIRONMENT</p> <ul> <li>80-95% Office (Temperature Controlled) </li><li>5-20% Factory (Limited Temperature Control) </li><li>Lift up to 20 lbs. </li></ul>