Sales & Customer Support Representative

GENERAL DESCRIPTION

Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 40 - 50 calls a day), while also handling electronic requests (averaging 20 - 25 e-mail tasks weekly).

The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24-hour window.

Schedule alternates between 8:00 AM EST - 4:30 PM EST and 9:30 AM EST - 6:00 PM EST depending on business needs Monday through Friday.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Support the sales force to resolve complex situations

• Problem solve delivery issues, probe and fact find for key elements, and track orders to delivery

• Process phone orders (40 - 50 orders daily) and electronic orders (10 - 15 orders weekly)

• Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)

• Read and decipher notes in order entry

• Follow the escalation procedure for outstanding tasks

• Control the phone calls (direction, pace, tone)

• Diffuse irate callers

• Review customer Purchase Orders (PO) for order entry when necessary

• Accurately place text-based, customer PO, and e-mail chain orders

• Champion problem solving to improve errors made by team and self. Drive to root cause and implement sustainable countermeasures.

• High level of multitasking and prioritizing of complex tasks

• Discern commission decisions at order entry and take action as necessary

• Communicate with vendors to obtain order status and product information

• Determine freight charge routing and allocation to properly apply freight charges to customers

• Interpret customer purchase orders to identify long term contracts and sales agreements

• Establish connection for sales agreements and enforce maximum purchasing amount

SUPPLEMENTAL RESPONSIBILITIES

• Develop and share best practices with team

• Understand and adapt to change in processes and procedures.

• Ability to understand lean manufacturing metrics as they relate to daily performance measures

• Additional duties as assigned

OTHER INFORMATION

• Comprehensive 60-day training program

• Cross-training in other areas within the department

• 18-24 months' commitment in Corporate Services

• Development opportunities for company growth if so desired

KNOWLEDGE & SKILLS

• Technical, Analytical skills and business knowledge

• Communication and Interpersonal skills; Teamwork and leadership

• Organizational skills; Self-management

• Critical thinking and attention to detail

• Ability to handle a fast-paced environment

• Clear phone diction

• Professional phone and e-mail etiquette

• Consistently communicate with supervisor and team regarding status of daily work load

• Positive attitude during stressful situations and ability to handle multiple interruptions

• Self-awareness

• Ability to build rapport and relationships with customers

• Confident interaction with other departments and senior leadership

• Open to change and learning

EDUCATION & EXPERIENCE

• Associate's Degree, Bachelor's Degree Preferred

• 2-3 years of business and/or customer contact center experience preferred

• Spanish or French verbal and written skills a plus, but not required

PHYSICAL DEMANDS

• Constantly required to sit and occasionally required to walk, stand, climb (includes stairs), balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell

• Constantly using hands and fingers to handle, feel or operate objects, and computer keyboards.

• Routinely required to reach with hands and arms, squat, turn/twist, or reach, lift, carry, push, or pull up to 20 pounds

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

• The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS & ENVIRONMENT

• Consists of an indoor work office environment with good ventilation, adequate lighting, and low noise levels.

AT WILL STATEMENT

Employment with ChemTreat is on an at-will basis, which means that either the employee or ChemTreat can terminate the employment relationship at any time and for any reason (or no reason), with or without notice, unless the employee and ChemTreat have entered a written agreement signed by the employee and a duly authorized representative of ChemTreat.

EQUAL OPPORTUNITY

ChemTreat, Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any characteristic protected by law.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here (~~~) .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at ~~~ to request accommodation.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies (~~~/) , in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

Veralto and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.