Job Description

Job Description

Job Description

Description:

Join our team! Lavelle industries is looking for a Customer Service/Product Support Representative.

As a Customer Service/Product Support Representative, you will work closely with other team members to provide outstanding service to our customers and end-user consumers by answering questions, handling complaints, troubleshooting technical questions with our toilet repair products, and processing customer purchase orders.

We are proud to be a stable USA manufacturer in business for over 100 years, and we are thriving and growing. We are the market leader in toilet repair products sold in the largest home improvement and hardware retailers, including Home Depot, Lowe’s, Ace Hardware, Menards, Walmart, Target, and more. Yes, our careers are in the toilet, and we have a lot of fun with our award-winning, USA-made products! Our customers say it best: We lead our industry with the highest average consumer review rating of 4.5 stars. We have a unique culture as a woman-owned and family-owned business. We focus on employee development and continuous improvement.

Key Responsibilities

The Customer Service/Product Support Representative is responsible for handling a high volume of inbound inquiries through phone and email ranging from routine to complex, and responding in an efficient, friendly, and complete manner. Additionally, they will be responsible to work directly with our customers to accurately process orders into our software system.

• Build and maintain strong, positive customer relationships.
• Communicate with customers, consumers, and colleagues in an appropriate, effective and friendly manner – written and oral.
• Enter customer orders with a keen discipline for attention to detail.
• Work cross-functionally internally with various departments to research and resolve customer-specific issues.
• Identify, develop, and implement process improvements to ensure superior customer experiences.
• Provide front-line customer support and collaborate with other functions to handle customer requests including order status, expediting, change orders, and other special requirements.
• Become a product expert by providing by guiding consumers via phone, chat, and email through technical problems with toilet repair products.

Experience

The successful candidate will have a blend of education and experience for this position.

• 0-2 years of Customer Service and/or Call Center experience, ideally in a manufacturing environment. Associate's Degree is a plus.
• The ideal candidate is one who is experienced with all facets of the sales cycle from quotation through accounts receivable and into complaint resolution. Additionally, the ideal candidate will also have experience in handling high volume customer contact of varying natures.

Personal Skills and Attributes

• Strong Customer Focus – Represent the voice of the customer to the organization.
• Energetic, enthusiastic, responsible, and positive, regardless of obstacles.
• Attentive to detail with the desire to exceed customer expectations. Able to follow written standard work.
• Interpersonal skills – develop and maintain strong relationships through technical knowledge, personality, and effective communication.
• Confident, autonomous self-starter. Comfortable performing multiple tasks to achieve desired results.
• Strong work ethic, a blend of hustle, process capability, and problem solving.
• Proactive approach to time sensitivity – consistent follow-up.
• Collaborative and constructive relationship with customers, sales reps, application team, manufacturing staff, sales management, and the Customer Service team.
• Proficient with Microsoft Office Suite (Work, Excel, Outlook).
• Expertise in Customer Service to existing customers and Technical Support to our end-users.
• A desire to become a technical expert in Lavelle product lines.

Employee Benefits

• Competitive Salary
• Medical, dental, disability, and life insurance
• 401k retirement savings plan with company match
• 10 paid holidays plus vacation time
• Casual Dress Code
• Free on-site health clinic that offers in-person and virtual appointments.
• Tuition reimbursement
• Growth-Oriented Company Culture: Korky University Training, Annual Professional Development, Weekly Mentoring Sessions
• Fringe Benefits: Beyond the essentials, we offer a unique range of benefits that set us apart, such as discounts for local businesses, company-wide events, and others!
• Defined Path for Career Development
• Over 100-year-old, thriving, woman-owned, and family-owned business in a very stable industry.
• Made in USA Manufacturer

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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