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CUSTOMER SERVICE- PRODUCT SUPPORT

Arrowhead Brass, an established manufacturer of high-quality plumbing and irrigation products, is looking to add an experienced customer service- technical support associate that can help manage and serve our growing business. The Customer Service Product Support Specialist will provide support to the sales managers in all aspects of customer service and technical support for sales: order entry, shipment notifications, technical questions, customer complaints, returns, and claims. The specialist will work closely with our sales team to provide customers with quality service and always contribute to the company’s reputation. The ideal candidate should have previous experience in customer service and or technical support, must be a self-starter, motivated, and be able to effectively problem-solve to resolve customer needs. This full-time position will be based at our LA office or our new Memphis distribution location, infrequent travel may be required.

Responsibilities:

• Acts as a liaison between the customers and Arrowhead Brass.
• Answer incoming calls and emails efficiently and effectively, while maintaining a professional demeanor with customers and co-workers.
• Take an active role in the development of the company’s relationship with customer accounts.
• Assist the sales managers & sales team with tasks as required.
• Develop knowledge of product lines and provide support to customers when needed.
• Compile and maintain detailed reports listing requests for technical support, steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all product-related technical support issues
• Assist the distributor, contractor, or end-user within a reasonable and limited scope of mechanical and corrective assistance.
• Organize and file documentation pertaining to warranties and order entry.
• Maintain a positive and friendly demeanor and attitude. The intent is to resolve, not create problems.
• Assist as necessary with sales order entry
• Maintain an open and direct line of communication with the Product Development Specialist.

Qualifications & Requirements:

• Previous customer service – technical support experience
• A strong mechanical and/or plumbing background is preferred.
• Possess basic knowledge of computer skills and programs such as Word and Excel.
• Professional written and interpersonal skills are essential when communicating with customers and end-users.
• Comfortable working in and assisting others within the company to achieve a common or targeted objective.
• Strong time management, organizational and problem-solving skills.
• Exceptional communication both verbal and written

Please click here to submit your resume

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