JOB SUMMARY Communicate and provide technical information to waterworks distributors, sales force, and end users. Adapt customers orders to internal systems. Provide quality customer service and enhance customer relations which will promote repeat business. This is an on-site position. ESSENTIAL DUTIES & RESPONSIBILITIES Answer communications (phone, fax, e-mail etc.) regarding pricing orders, shipments, expediting orders, minor technical information, credits and/or debits, and handling shortages etc. with customers, distributors, and field sales personnel. Prepare and process incoming orders in business system per work instructions. Assist customers in trouble-shooting service problems by gathering the facts from the customer and by using Waterous technical resources. Act as primary liaison between Production/Shipping and customers/distributors/field sales personnel. Maintain files and company records on orders, municipalities, product failures, defective parts, service complaints, hydrant and valve specifications, territory discounts, price books, customer, and distributor lists, as well as parts matrix. Process returned goods authorizations for hydrants, valves, and parts. Create credit and debit memos when necessary. Work with engineering when new products or non-configurable items are required. Back up CSRs when requested. When directed, travel with AFC Sales Representative locally for field training. Process literature requests when required.