Customer Service Drafter (AutoCAD Experience) - Temp Role

About the role

Bobrick is a global leader in stainless steel commercial washroom accessories with over 100 years of innovation. Founded in 1906, Bobrick pioneered the world's first lavatory-mounted soap dispenser and has grown into a mid-sized, privately owned enterprise with trusted brands like Koala Kare. Today, Bobrick operates eight manufacturing facilities across the U.S., Canada, the U.K., and India, serving customers in over 125 countries worldwide.

Job Responsibilities

• Properly execute Customer Service Vision, Mission, and Strategy initiatives.
• Responsible for processing incoming written purchase orders for toilet partitions and entering customer orders into the company's ERP system daily.
• Create a hardware sheet for custom height orders.
• Maintain an error rate within company goals.
• Take ownership of issues, actively seek feedback, and apply learnings from internal order entry errors.
• Manage multiple partition projects outside the regular workload.
• Create Partition Layout drawings utilizing Visio software based on project requirements, specifications, and design criteria.
• Ensure compliance with relevant building codes, regulations, and industry standards.
• Prepare detailed technical drawings, including floor plans, elevations, and sections.
• Generate material lists, specifications, and any necessary documentation for production and installation.
• Understand the Four-Level Defect Grading System and manufacturing quality escapes.
• Gather all necessary information from the customer, and based on the findings and the situation, decide on the best solution for the customer. Record the findings via our Customer Complaint form system according to internal processes and follow up with distributors to ensure that resolutions are implemented.
• Handle freight carrier complaints involving identifying the type of claim according to our policies. Exercise judgment to process the claim under the correct account and provide all necessary information before processing the order.
• Support the department's Method Improvement Program by suggesting more efficient methods related to overall company objectives or specific job duties.
• Learn and understand the PRIVADA brand, including its series, mounting configuration, hardware, layout designs, lead times, and design criteria.
• Respond to Distributors, Sales Representatives, Architects, and End-Users via Zendesk or Outlook. Must provide clear and concise information regarding the product, answer customers' questions or concerns, track scheduled ship dates, manage price and availability, track lost shipments, expedite orders, process returns, address field complaints, and address technical or installation inquiries.
• Maintain adherence to SLA responsiveness goals.
• Gain a comprehensive understanding of our sales representatives, including aftermarket and architectural representation. Be knowledgeable about the distribution network for all Bobrick distributors, including who holds a PRIVADA contract and authorized installers. Manage the list of distributors and update the quoting log when adding or removing distributors.

Qualifications

• Associate degree (A. A.) or equivalent from two-year college or technical school and at least 3 years of relevant Customer Service/Retail Sales experience.
• Bachelor’s degree (B.A.) is preferred.
• Exceptional customer relations, follow-through and communications skills in order to effectively and tactfully deal with customer questions and complaints (for both internal and external customers).
• Able to accurately input data into on-line order-entry system.
• Able to work under ever-changing deadlines and multi-task various aspects of the job in a fast-paced, high-stress environment.
• Exceptional critical-thinking ability to be able to investigate each customer’s problem, gather information and provide the best solution for the customer that is a win-win situation for the customer and Bobrick.
• Detail-oriented to make sure customer orders and drawings/layouts are done correctly.
• Technical Skills: Proficiency in AutoCAD, Inventor, or drafting tools such as Microsoft Visio. Able to create, combine, and convert (Microsoft Word, Excel, PowerPoint), form creation and eSignature functionality. Able to understand engineered drawings, floor plans, layouts, and graphical representations of structures and their component parts that communicate the engineering intent of a technical design. Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Able to apply concepts of basic algebra and geometry, including manually calculating dimensions in fractions.

Pay

$32.00/hour

Schedule

Monday - Friday, 5:00am-2:00pm (overtime as needed)

Why Join Bobrick?

• You'll find the stability of a long-established company with the growth opportunities of a trusted industry leader.
• We offer an inclusive culture, competitive benefits, and the chance to contribute to sustainable solutions that make a difference worldwide.
• Join us to grow your skills and contribute to a company built on innovation, integrity, and sustainability.
• We are dedicated to: Do the right thing: Conduct all aspects of business honestly, ethically, and responsibly. Offer the best value: Provide products and services which best meet each customer's needs. Treat everyone with dignity and respect. Embrace all backgrounds and experiences, promote equity, and be inclusive. Help each employee develop and achieve their potential. Foster a fearless and trusting culture. Continuously improve everything we do.

Legacy & Leadership

• 100+ years as a global washroom solutions leader

Purpose-Driven Impact

• Products that improve hygiene, accessibility, and sustainability worldwide

Growth Opportunities

• Training, mentorship, and career advancement

Inclusive Culture

• Collaborative, respectful, and diverse workplace

Sustainability Commitment

• Supporting green building and environmental stewardship

Global Stability

• Privately held, established brand with global presence

Bobrick’s Culture

• Viewed as a competitive advantage and a foundation for continued success
• Positive and supportive culture encourages our people to do their best work every day
• Respect work-life balance, strong commitment to employee development and attributes its success to five core values and their alignment with its employees, suppliers, sales representatives, distributors and other channel partners
• Do the right thing: Conduct all aspects of business honestly, ethically, and responsibly
• Offer the best value: Provide products and services which best meet each customer's needs
• Treat everyone with dignity and respect. Embrace all backgrounds and experiences, promote equity, and be inclusive
• Help each employee develop and achieve their potential
• Foster a fearless and trusting culture
• Continuously improve everything we do