Senior Customer Service Representative

Nitto

  • Oceanside, CA
  • $32.69-43.75 per hour
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Hydranautics is a part of the Nitto Group of companies and a global leader in the field of integrated membrane solutions which includes reverse osmosis, nanofiltration, ultrafiltration and microfiltration for water, wastewater and process treatment and applications. Currently used on seven continents throughout the world for diverse applications such as seawater desalination, industrial high-purity water, surface water treatment, wastewater treatment and specialty process applications.Here at Hydranautics, we believe that diversity is key to our competitive advantage. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, ancestry, sex, sexual orientation, age, disability, marital status, domestic partner status or medical condition. We are proud to be a Drug-free, E-Verify and EEO employer.We are proud to offer a generous compensation and robust benefits package to include medical, dental, vision, life insurance plans, F.S.A. and H.S.A plans, Retirement plans (401k and ROTH), (12) Paid company holidays, generous PTO, tuition reimbursement and career development, Employee Assistance Plan and more. This is a remote position requiring extending travel.JOB SUMMARY:Under limited supervision, implements processes and procedures to ensure customer inquiries are handled and process appropriately for both International and domestic customers. Develop, track and report on key service performance standards. Creates reports on key service performance metrics to streamline the customer service function. Guide less-experienced staff in the processing, record-keeping, and shipment of customer products. Deliver the utmost professional service to external and internal customers. Proactive thinker working independently and embraces technology with a focus on Customer Relationship Management (CRM) systems.ESSENTIAL DUTIES and/or RESPONSIBILITIES: * Leads continuous improvement by assessing processes and procedures and service levels for external and internal stakeholders across a matrix organization. Recommends changes to senior leadership.
  • Provides guidance and technical knowledge to internal staff in understanding of the organizations' product offering across the organization. Guides peers in the logistics of customer shipments.
  • Partners with the Credit Department to ensure customers have required credit to process orders.
  • Generates, tracks and reports on key service performance metrics to deliver exceptional service to internal and external customers.
  • Assesses production orders and expedites delivery per customer requests. Evaluates base business contracts.
  • Conveys to Technical Support & Customer Success department staff of market intelligence, including customer needs and competitive maneuvering.
  • Ensures customers' orders are coded and processed according to order, including releasing orders. Prepares and negotiates customer quotations and proposals.
  • Collaborators with peers and management to enhance selling techniques and approaches.
  • Manages the purchase and telephone sales orders from customers, as well as completing drafts from sales staff and arranges sustaining record of order.
  • Assures the preparation and accuracy of documents required for shipment, including Letters of Credit, shipping instructions, packing lists, customer declarations, etc.
  • Establishes and maintains quality standards by developing and ensuring compliance with customer service and process standards through reviews, technical and call observation audits, reports, and practices.
  • Participates in company meetings to exchange product information and coordinate work activities with other corporate departments across a matrix organization.
  • Other duties as assigned.
MINIMUM EDUCATION and/or EXPERIENCE: * Bachelor's degree in Business Administration, Marketing, or related field; and 5 years' experience in a manufacturing environment; or equivalent combination of education and experience.
  • Water industry experience, a plus.
KNOWLEDGE, SKILLS and/or ABILITIES: * Advanced working knowledge of customer service strategies and promotion of products and/or services, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
  • Ability to influence peers, less-experienced staff, and internal and external stakeholders to provide the utmost service levels and foster a team environment within the organization.
  • Strong ability to identify business problems, issues and/or errors and research, analyze and find solutions according to Nitto's Business Conduct Guidelines and ethical standards.
  • Exceptional ability to work independently and with a wide variety of staff, departments, languages, and cultures.
  • Advanced skills in Microsoft Office suite such as Word, Excel, Outlook, PowerPoint, and enterprise software such as JD Edwards, including CRM and Power BI systems. Ability work with systems as a super user.
  • Add and subtract whole numbers and multiply and divide with 10's and 100's;read, sort, check, count and verify numbers.
  • Work independently and foster a cooperative spirit within a large and/or small team environment.
  • Exceptional organizational skills, strong attention to details, high accuracy, and strong follow through.
  • Remarkable critical thinking skills along with outstanding problem analysis and solving.
  • Advanced ability to communicate sales and technical records clearly in the English language in speaking and writing to internal and external customers of diverse native languages, cultures, and technical abilities, including global customers or global employees of the organization.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to multi-task with flexibility in responding to rapidly changing, dynamic processes and demands; effectively prioritize based on critical and urgent needs.
  • Understand and follow standard company operating and safety procedures.
  • Working knowledge of water industry concepts, a plus.
  • Bi-lingual or multi-lingual in languages spoken by Nitto Group companies' customers and/or employees, a plus.
PHYSICAL DEMANDS and/or WORK ENVIRONMENT: (Typical physical demands and the work environment characteristics an employee must meet and encounter while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) * The employee works in a typical office environment with prolonged periods in front of a computer workstation.
  • Sitting from 50-80% of the time; talking, hearing, seeing regularly up to 80%; fingering, grasping frequently 30-50%; standing and walking frequently 20-30%; reaching with hands and arms occasionally 10-25%; lifting/pulling/pushing up to 25 pounds occasionally 5-10%, with or without assistance.
  • Employee may need to use a keyboard for up to 80% of the time.
  • Must be able to travel locally up to 5%-10% of the time.
  • Employee must be able to work extended periods of time in accordance with business needs.
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Nitto