Customer Service Representative
- On-site, Hybrid
- West Drayton, England, United Kingdom
- Customer Services
Job description
Reliance Worldwide Corporation (RWC)
Plumbing Matters. We make it better. Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating and construction to make our customers’ lives easier, while sustainably delivering unrivalled returns. We are publicly listed on the Australian stock exchange (ASX) with global headquarters in Atlanta, Georgia, USA, regional headquarters in Brisbane, Australia and London, UK. Our global family of trusted brands are committed to making a positive, lasting impact – we are better for our planet and better for our people. We operate in 45 facilities across 20 countries. We’re acquisitive and we’re laser focused on growth.
Our Culture
We’re big enough to make a difference and small enough for each one of us to make an impact. Whilst we operate on a global scale, we understand the importance of local markets by focusing on the needs of those markets. Our culture encourages our people to think differently, challenge the status quo and shape the world around us. Our values SPIRIT drive how we work together with a focus on Safety, Passion, Integrity, Reliability, and innovation, together as one global team. We have something special here – not just what we do, but who we are. We're not afraid to try new things; we punch above our weight; and we move with speed. Our strategy ensures we provide a safe environment for our people, and we actively promote diversity and inclusion. We are dedicated to sustainable practices and making a positive contribution to the community we serve. Everyone at RWC makes a valuable contribution to our business. Sound like somewhere you can see yourself. Read on.
Job requirements
JOB PURPOSE
At RWC a customer service representative is responsible and involved with managing the end-to-end order fulfillment process from taking customer orders to delivering the products. The customer service representative ensures that orders are accurate, complete, and delivered on time. They must also be able to manage customer inquiries and complaints in a professional and timely manner. As well as maintaining accurate records of all orders, the customer service representative also proactively coordinates with other departments to ensure that orders are properly processed and delivered on time and in full.
Other duties to ensure a seamless experience include ensuring the accuracy of pricing, inventory management and providing excellent customer service by ensuring that the customer is fully updated throughout the order life-cycle.
PRIMARY JOB DUTIES & RESPONSIBILITIES
Receiving and processing customer sales orders in SAP
Ensuring accuracy and completeness of customer orders
Communicate with customers by phone & email, answering their queries and resolve problems
Monitor customer orders and proactively keep customers informed of the order status
Provide advice and support to customers regarding the company’s products and services
Handle and resolve customer complaints with understanding and diplomacy
Utilise the internal customer management software to track all order processes
Build strong relationships & report with both internal and external customers
Advise on company information and processes, as well as deals and promotions (in the future)
Work with sales and other departments to ensure on time in full deliveries.
Ad-hoc duties within the skillset, as and when required
Drive brand awareness and promotion
Personal profile
Excellent Customer Service skills with a passion for customer service
High attention to detail
Good time management and organizational skills
Ability to work to deadlines and maintain accuracy.
Good communicator and an engaging facilitator
Enthusiastic team player but also able to work independently.
Computer literate and proficient in Word, PowerPoint, Excel, and Outlook
Knowledge of SAP or similar ERP system and Salesforce (preferred)
Min of 12 months’ experience in a customer service role
or
All done!
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