Customer Experience Representative III

The Customer Experience Representative III is responsible for providing effective customer service for internal and external customers and outside sales staff by using in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. Additional responsibilities include data entry and project scheduling for manufacturing.

This position will serve our Rheem North America, located in Pine Brook, NJ.

• Confers with customers by telephone and email to provide information about products or services, orders, shipping changes, warranty and tracking information.


• Maintains harmonious relationships with customers. Acts as an extension to the field sales staff. Keeps salespersons in the field informed of all pertinent actions affecting them.


• Processes customer orders/changes/returns according to established department policies and procedures.


• Coordinates with the Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments as needed eliminating delays and facilitating prompt deliveries.


• Reacts quickly to changing priorities, processes, and systems.


• Maintains extensive phone and email contact with dealers, wholesalers, retailers, plumbers/contractors, homeowners, and internal customers concerning production and shipping dates, price and availability of products, warranty information and returned goods.


• Takes ownership of customer complaints and acts accordingly to resolve and prevent reoccurrence of issues.


• Performs other duties as assigned.

• High School Diploma or equivalent
• 5+ years of experience in customer service
• Demonstrates data entry skills.
• Ability to carry out instructions furnished in written, oral, or diagram form.
• Excellent interpersonal skills including the ability to work with people inside and outside the Company in a professional and sincere manner.
• Excellent problem-solving skills.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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