Sales and Customer Support Representative

GENERAL DESCRIPTION

Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 25 - 40 calls a day) while also handling electronic requests (averaging 10 - 20 e-mail tasks weekly).

The Sales and Customer Support Representative provides unscripted customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24-hour window.

Schedule alternates between 8:00 AM EST - 4:30 PM EST 8:30 AM EST -5:00 PM EST and 9:30 AM EST - 6:00 PM EST depending on business needs Monday through Friday.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Support the sales force to resolve complex situations
• Problem solves delivery issues probe and fact find for key elements and track orders to delivery
• Process phone orders (40 - 50 orders daily) and electronic orders (10 - 15 orders weekly)
• Responsible for all account maintenance (inclusive but not limited to account contact information account tracking pricing requests etc.)
• Read and decipher notes in order entry
• Follow the escalation procedure for outstanding tasks
• Control the phone calls (direction pace tone)
• Diffuse irate callers
• Review customer Purchase Orders (PO) for order entry when necessary
• Accurately place text-based customer PO and e-mail chain orders
• Champion problem solving to improve errors made by team and self. Drive to root cause and implement sustainable countermeasures.
• High level of multitasking and prioritizing complex tasks
• Discern commission decisions at order entry and take action as necessary
• Communicate with vendors to obtain order status and product information
• Determine freight charge routing and allocation to properly apply freight charges to customers
• Interpret customer purchase orders to identify long-term contracts and sales agreements
• Establish connection for sales agreements and enforce maximum purchasing amount

SUPPLEMENTAL RESPONSIBILITIES

• Develop and share best practices with team
• Understand and adapt to changes in processes and procedures.
• Ability to understand lean manufacturing metrics as they relate to daily performance measures
• Additional duties as assigned
• Other duties as assigned

OTHER INFORMATION

• Comprehensive 60-day training program
• Cross training in other areas within the department
• 18-24 months commitment to Corporate Services
• Development opportunities for company growth if so desired

KNOWLEDGE & SKILLS

• Technical Analytical skills and business knowledge
• Communication and Interpersonal skills; Teamwork and leadership
• Organizational skills; Self-management
• Critical thinking and attention to detail
• Ability to handle a fast-paced environment
• Clear phone diction
• Professional phone and email étiquette
• Consistently communicate with supervisor and team regarding status of daily workload
• Positive attitude during stressful situations and ability to handle multiple interruptions
• Ability to build rapport and relationships with customers
• Confident interaction with other departments and senior leadership
• Open to change and learning

EDUCATION & EXPERIENCE

• High School Diploma or GED required.
• Associate degree or bachelors degree preferred.
• 3-5 years of business and/or customer contact center experience preferred.
• Spanish verbal and written skills a plus but not required.

PHYSICAL DEMANDS

• Constantly required to sit and occasionally required to walk stand climb (includes stairs) balance stoop bend kneel crouch or crawl and talk hear and smell.
• Constantly using hands and fingers to handle feel or operate objects and computer keyboards.
• Routinely required to reach with hands and arms squat turn/twist or reach lift carry push or pull up to 20 pounds.
• Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.
• The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS & ENVIRONMENT

• Consists of an indoor work office environment with good ventilation adequate lighting and low noise levels.

AT WILL STATEMENT

Employment with ChemTreat is on an at-will basis which means that either the employee or ChemTreat can terminate the employment relationship at any time and for any reason (or no reason) with or without notice unless the employee and ChemTreat have entered a written agreement signed by the employee and a duly authorized representative of ChemTreat.

EQUAL OPPORTUNITY

ChemTreat Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race color national origin religion gender age marital status disability veteran status sexual orientation gender identity or any characteristic protected by law.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associates position within the salary range will be based on several factors including but not limited to relevant education qualifications certifications experience skills seniority geographic location performance shift travel requirements sales or revenue-based metrics any collective bargaining agreements and business or organizational needs.

We offer a comprehensive package of benefits including paid time off medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.

US residents: In any materials you submit you may redact or remove age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race color national origin religion sex age marital status disability veteran status sexual orientation gender identity or other characteristics protected by law. We value diversity and the existence of similarities and differences both visible and not found in our workforce workplace and throughout the markets we serve. Our associates customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us at to request accommodation.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies in any form without a valid signed search agreement in place for the specific position approved by Talent Acquisition will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.