Senior Customer Account Specialist - Customer Service

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Our mission is protecting the world's water. We work every day to support the sustainability of our most precious resource, so our people know what they're doing matters.

Join our team and do work that matters. Visit www.orenco.com/jobs to learn more or check out the official job description (below).

Company Description:

Orenco Systems, Inc. (subsidiary of Infiltrator Water Technologies) is a manufacturer of innovative onsite and decentralized wastewater collection and treatment technologies. Solutions include community collection systems, advanced secondary treatment systems, watertight fiberglass tanks, and in-tank pumping and filtration systems. Orenco also manufactures high-quality standard, custom, and OEM controls, along with state-of-the-art fiberglass buildings, tanks, and enclosures.

Infiltrator Water Technologies is a market leader within the onsite wastewater treatment industry, Infiltrator manufactures a variety of revolutionary products and innovative, environmentally friendly alternatives to traditional stone and pipe leachfield and concrete septic wastewater system components. We sell our products through wholesale distribution across the United States and Canada for use on properties with onsite wastewater treatment systems.

 

GENERAL POSITION SUMMARY:

This is an advanced-level position that exists to support Orenco's customers and the regional sales teams; the Senior Customer Account Specialist attracts or retains customers by answering product and service questions, suggesting information about Orenco products and services, and documenting customer feedback on products and services. The Senior Customer Account Specialist plays a critical role in the technical training and development of the Customer Service Team. The Senior Customer Account Specialist is part of a regional team and conducts day-to-day support activities for customer accounts within a given territory. The Senior Customer Account Specialist provides technical support, provides quotes for standard and custom products, processes orders and oversees all aspects of the order process to ensure order fulfillment, prepares correspondence and fulfills customer needs to ensure customer satisfaction.

 

ESSENTIAL FUNCTIONS & KRA:

> Safety/Culture

• Continuously maintains Orenco management's safety, cultural, and professional standards.
• Promotes, encourages, and reinforces a positive safety culture, safe practices, and a safe work environment to all employees.
• Conducts all work in a safe manner and promotes safe work practices to all associates and clients.

> Customer Service

• Improves the overall customer experience by providing value-add product recommendations.
• Educates external stakeholders.
• Conducts outgoing calls to distributors to proactively meet their needs for product, information, etc.
• Learns and demonstrates effective use of Integrity Selling.
• Grows our contact database of key external stakeholders to ensure they are receiving regular communication from Orenco.
• Executes initiatives within the territory focused on customer retention and acquisition.
• Assists sales in setting up new distributor accounts.
• Executes a variety of account decisions based on knowledge of the accounts and communication with the regional sales team for the purpose of increasing regional sales.
• Maintains a strong understanding of the accounts within the region to help increase sales growth.

> Leading

• Demonstrates leadership within the Sales department and within the organization daily.
• Mentors and helps train staff in the Customer Service department.
• Participates in all meetings and contributes ideas and opinions.
• Improves methods for internal and customer-facing processes.
• Participates in team, department, and organizational initiatives.
• Coordinates with various departments within Orenco as necessary regarding team initiatives and objectives.
• Sets and strives to complete annual personal development goals.

> Planning

• Participates in creation and implementation of regional/territory strategic sales plans.

> Customer Service Support

• Assists customers in determining their needs and offering appropriate solutions related to Orenco wastewater equipment.
• Responsible for purchase orders, logistics coordination, and any product returns and warranty claims within the territory.
• Provides order status and shipment information to customers.
• Communicates customer issues to the regional teams and helps resolve issues.

> Reporting

• Thoroughly documents all tasks and customer interactions in CRM (Customer Relationship Management).
• Inputs, updates, and ensures accuracy of customer contact information in CRM.
• Communicates distributor/dealer needs back to regional team.

> Has in-depth knowledge of all Orenco-related products and technologies.

> Has in-depth knowledge of all state and local regulatory rules within their assigned territory.

> Work to be done during manufacturing business hours, however this position may on occasion work outside business hours to  support department and business needs. Occasional long hours may be required.

> Regular, consistent, and predictable attendance is required.

> Will occasionally perform additional duties of the customer service, systems engineering, regional sales, and asset management teams.

 

EDUCATION:

A four year degree in business or a technical course of study is required or equivalent combination of experience and education with demonstrated technical proficiency.

 

KNOWLEDGE/SKILLS/EXPERIENCE:

• At least twelve months experience as a Customer Account Specialist II with demonstrated proficiency across the Customer Account Specialist II key result areas or equivalent experience in a similar position.
• Learns quickly and utilizes skills and knowledge to analyze and solve problems.
• Good organizational skills are required.
• Provides professional, courteous customer service to individuals from diverse backgrounds.
• Exceptional verbal and written communication skills are required.
• Advanced mathematics and algebra skills are required. College level algebra skills are preferred.
• Competent with word-processing, spreadsheets, and email applications.
• Ability to be flexible and adjusts priorities with little notice and remains calm during confrontational or high-pressure situations.
• Ability to use sound judgement and follow through in problem solving and decision making processes.
• Must be willing and able to travel.
• Must be able to meet and maintain Orenco's approved driver criteria; a valid driver's license, satisfactory driving record, current insurance on personal vehicle, and meet company insurability requirements.

 

TOOLS & EQUIPMENT:

Computer

General office equipment

Multi line phone with intercom

Vehicle

 

WORKING CONDITIONS:

Primarily indoor office environment and may include limited time in production areas. Travel requirements may include operation of a motor vehicle, airplane travel, and overnight stays in temporary lodging. May require the

ability to visit project sites that are situated on a variety of developed and undeveloped terrain/locations.

Includes exposure to outside weather conditions and occasional exposure to dust, other outside elements, and wastewater that may require the proper use of personal protective equipment including but not limited to gloves.

 

PHYSICAL REQUIREMENTS:

Regular job duties include seeing, speaking, hearing, reading, writing, legible handwriting, keyboarding, prolonged periods of sitting including extended time viewing a computer screen. Intermittent physical activity includes but is not limited to touching, holding, grasping, pushing, pulling, reaching above shoulders and below knees, low back bending, twisting, turning, kneeling, crawling, stooping, squatting. standing, walking, and climbing stairs and ladders. Unassisted light lifting and/or carrying of under 20 lbs. is required. May also include occasional unassisted

lifting and/or carrying of up to 50 lbs., lifting and/or carrying over 50 lbs. must be assisted. Operation of a motor vehicle and/or airplane travel may be required. Travel needs are determined by the department supervisory staff based on business need, required skill base, and assigned job tasks and responsibilities. Travel may require the ability to visit project sites that are situated on a variety of developed and undeveloped terrain/locations.