What are the responsibilities and job description for the Technical Customer Service Representative position at GRAFF?
GRAFF, a subsidiary of Meridian International Group, is seeking an addition to our growing team for a Technical Customer Service Representative. We are a manufacturer and distributor of luxury European kitchen and bath faucets located on the south side of Milwaukee. We have a full time, first shift opening for a Technical Customer Service Representative to add to our skilled technical support team.
This position will have a variety of responsibilities ranging from customer technical support over the phone and email, processing returned goods, processing warranty sales orders, to also assisting with spare parts and reworked product as needed. This is an excellent opportunity for an experienced warranty or customer support professional to share their knowledge with a growing customer base and continue a rewarding career.
Essential Duties: The job is not I.T. Support type of work.
- Provide superior customer service to both internal and external customers via phone and email.
- Answer high phone call volume to respond to customer requests and provide resolution to customer concerns.
- Prepare, review, process and accurately enter a high volume of sales orders.
- Support field sales staff including Regional Managers and Manufacturer’s Sales Reps.
- Troubleshoot, resolve issues, provide product information for retail luxury showrooms and end user consumers over the phone and email.
- Efficiently work within company ERP software.
- Process warranty/spare parts orders.
- Assist in inventory management of the spare parts and rework warehouse.
- Inspect, test and process returned goods as needed.
- Review and edit product install instructions, diagrams, and parts lists.
Knowledge, Skills and Abilities:
- Prior Warranty/Product Support experience is highly desired, but not required.
- Professional verbal and written communication skills.
- Good computer skills (MS Office a plus).
- Read and understand prints and assembly drawings.
- Technical aptitude, including the ability to troubleshoot customer concerns.
- Strong organizational and problem-solving skills.
- Team player, positive attitude and the ability to work well with a multitude of departments.
- Plumbing experience is a plus, but not required.
Education & Experience
- High School Diploma or Equivalent.
- Experience working in customer support, warranty technical support, and/or with plumbing products.
Benefits Available
This is a full-time, career role located in Milwaukee, Wisconsin. Benefits package available after completing eligibility requirements including medical, dental, vision, life insurance, a 401k plan with a company match and Paid Time Off (PTO).
Please visit our websites for more information about our growing operations: www.meridiangrp.com and www.graff-designs.com
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Application Question(s):
- What is your desired starting wage for this position?
Experience:
- Technical customer support: 1 year (Preferred)
Work Location: In person
