Amerex - Customer Success Representative

Thank you for your interest in a career at Amerex.  Our company stands as a global leader in fire suppression products, driven by our commitment to our team members, communities, and customers. We embrace individual differences and actively recruit team members from diverse backgrounds and skill sets, irrespective of race, gender, or ethnicity. At Amerex, we are dedicated to continuous collaboration and innovation, striving to remain leaders in our industry.

Every position is rooted in a culture that aligns with eight guiding principles: Teamwork, Excellence, Communication, Leadership, Environment, Safety, Accountability, and Trust. These principles are the foundation of McWane, Inc. and serve as a compass, offering personal guidance to navigate daily work situations.

Overview

The Customer Success Representative will deliver an outstanding customer experience through professional communication and timely response, meeting customer needs and handling requests or issues, and facilitating an accurate and complete order fulfillment process. 

Responsibilities

• Communicate with customers by phone, email, and web portals via both in-bound and out-bound calls.
• Direct entry of sales orders, order acknowledgements, and credit memos/return authorizations.
• Generate customer sales and order queries and act based on analysis.
• Solve or follow through on all customer-related problems and issues, both technical and account related.
• Ensure that information regarding customer requests and/or complaints is provided accurately and timely.
• Communicate with all levels within the Company, particularly Sales and Shipping, to provide outstanding service to customers.
• Comply with customer service policies, work instructions, and procedures.

• High school diploma or equivalent required.
• Associate's or bachelor's degree preferred. 
• 3 or more years' experience in customer service. 
• Excellent communication skills and the ability to properly set and meet customer expectations.
• Excellent analytical, problem-solving, and organizational skills.
• Exceptional written and oral grammatical skills, sentence structure, spelling, and punctuation.
• Technology proficient in the Microsoft Office Suite (Excel and Word), Outlook, Teams, Web portals and applications, and enterprise software (Microsoft AX, D365, SAP, or similar).
• Multi-tasking skills with an ability to meet deadlines.
• Ability to maintain a calm demeanor when dealing with challenging issues and individuals.

Summary of Working Conditions

This position may involve potential exposure to hazardous materials, and environmental changes (heat/cold), and the employee must be able to work under stress occasioned by production requirements, personnel, and the needs of other departments, utilizing proper body mechanics.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. This employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

All your information will be kept confidential according to EEO guidelines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.