Shakopee, MN, USA
32 days ago
Specialist, Technical Customer Service
2300 Vierling Drive West, Shakopee, Minnesota 55379 United States of America

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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, and Lansas.  

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

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Position Summary

Responsible for satisfying customer inquiries via fax, phone and internet regarding products and product applications.
Position ResponsibilitiesWork 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 ExperiencePrevious 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

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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.
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