Specialist, Product and Technical Customer Service

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• Req #:R5825

• Facility Name:Shakopee, MN (Manufacturing)

• Facility Address:2300 Vierling Drive WestShakopee, MN

• Job Type:Full time

• Posted Date:8/28/2024

Who is Oatey?

Since 1916, Oatey has provided reliable, high-quality products for the residential and commercial plumbing industries. Our purpose is to deliver quality, build trust and improve lives.

The Oatey family of companies are Oatey, Cherne, Keeney, Quick Drain, Hercules, Dearborn, GF Thompson, William H. Harvey, Masters, Contact, Belanger, Lansas, and Durgo.

Our brands are synonymous with quality, integrity, and trust in the plumbing industry.

Position Summary

Responsible for satisfying customer inquiries via fax, phone, and internet regarding general customer support, product inquiries, product applications, and technical support of our Cherne brand.

Position Responsibilities

Work with customers to troubleshoot and resolve product application issues.

Provide product recommendations based on customer requirements (i.e. application and use per customer needs).

Make product recommendations based on customer requirements.

Respond to customer inquiries for product or order information from email, phone, fax or EDI.

Coordinate with local sales agent to resolve customer application issues.

Collaborate with internal quality, technical, and sales teams for various product needs (i.e. warranties and repairs).

Ensure special instructions are clearly communicated in text with appropriate dates, initials, and buyer contacts.

Recommend and up sell products compatible with customer buying patterns and quotations.

Processing and editing customer orders for correct sales and shipping information, and ensure proper price is applied.

Provide customer pricing and tracking information.

Assist with and enter credits, debits, and warranty repairs as necessary.

Collaborate with production scheduling team to coordinate availability and timelines for customers.

Provide additional support to customer support team as needed.

Provide technical support during on site visits and virtual training.

Other duties as assigned.

Knowledge and Experience

Previous experience in a call center environment.

Previous experience in a technical support role.

PC Computer Proficiency: Word, Excel, etc.

Broad understanding of the manufacturing process.

In-depth written and oral communication skills. Good listening and questioning skills.

In-depth customer service skills. Ability to problem solve and identify root cause.

In-depth emotional intelligence: behavioral maturity, demonstrated trust and integrity, high ethical standards, interpersonal competence and the ability to prevent, reduce and resolve conflict.

In-depth product knowledge (product attributes and applications) in the Plumbing industry, preferred.

Experience in SAP, a plus.

Bilingual (Spanish) a plus.

Education and Certification:

Undergraduate degree preferred

At Oatey we are committed to help our Associates grow their career. Apply today and grow with Oatey!

Why Oatey?

• At Oatey, our purpose has always been to deliver quality, build trust and improve lives.

• We value Collaboration, Integrity, Respect, Courage, Leadership, and Excellence above all else.

• We embrace diversity, equity, and inclusion - acknowledging, valuing, and leveraging the unique experiences and perspectives of our associates.

• Our vision is to continue to grow as a market leader, to enrich the lives of our Associates, and to foster an inclusive environment in every regard.

• Our purpose, mission, and vision are not possible without the right people, and we are committed to fostering an inclusive, engaging, and rewarding environment for our Associates.

• Oatey has a total rewards philosophy which encompasses compensation, benefits, work-life effectiveness, recognition, performance management, tuition reimbursement, mental health wellness, and talent development.

Oatey Total Rewards

• Unlimited time off for salaried Associates

• Short-Term and Long-Term Disability income protection coverage at no cost to associates

• Paid Maternity and Paid Parental Leave

• Annual Cash Profit Sharing (discretionary)

• Health Insurance for our associates’ averages $100 or less a month (single coverage)

• Generous benefits including up to $2,880 company contribution to Health Savings Account

• 401(k) with a 5% company match

• Tuition reimbursement in an environment that encourages advancement

• Associate well-being benefits including CALM App and robust EAP offering

• Recognized for our commitment to diversity, equity, and inclusion

Equal Opportunity Employer

The Oatey family of companies are an equal opportunity employer committed to Diversity, Equity, and Inclusion. We recruit, employ, promote, and offer competitive pay for all jobs without regard to race, color, creed, religion, sex, age, national origin, disability, sexual orientation, or any other characteristic protected by law.