Customer Service Representative

About the role

UGSI Chemical Feed is a wholly-owned subsidiary of cleanwater1, Inc., a global provider of on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems serving the water and wastewater treatment industries. UGSI Chemical Feed, through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market. This is an in-person position based in Vineland, New Jersey, reporting to the Customer Service Manager and primarily supporting the UGSI Chemical Feed business and product lines. The role may involve sitting at the front desk to welcome visitors and vendors. The work environment is approximately 80% office and 20% light industrial, with potential exposure to high noise levels, hazardous propellants, chemicals, and industrial facilities; appropriate PPE and training will be provided. Physical demands include the ability to sit for long periods, lift and/or move up to 25 lbs., and view computer monitors for much of the workday, requiring close vision and the ability to adjust focus.

Responsibilities

• Answer incoming customer calls, provide assistance and information, and ensure adequate phone coverage by coordinating with the Customer Service team.
• Apply active listening and emotional intelligence to understand customer concerns, de‑escalate challenging situations, and respond with empathy and professionalism.
• Ensure accurate and timely entry of sales orders, invoices, and manufacturing orders, coordinating with production and logistics teams as needed.
• Stay up to date on product knowledge, industry trends, and internal procedures to provide customers with accurate and informed support.
• Use various ERP and CRM systems to create quotes, orders, and invoices ensuring accuracy and integrity.
• Effectively organize and prioritize customer issues, ensuring prompt resolution while maintaining reliability and kindness.
• With support from internal team members, determine replacement parts and their part numbers required, according to inspections of old parts, customer requests or customer’s descriptions as needed.
• Identify and recommend additional or replacement parts during customer interactions, highlighting opportunities to increase sales.
• Collaborate with the Service and Engineering teams to ensure high level of customer satisfaction.
• Work closely with inventory management teams to confirm product availability, track shipments, and provide accurate lead times to customers.
• Build and maintain strong relationships with customers by providing high-quality service, addressing concerns, and proactively following up on open inquiries.
• Log call details, technical troubleshooting, and inquiries as Cases in Salesforce, updating and assisting in resolution as applicable.
• Create RMAs (Return Material Authorizations) and No Charges (requests to ship parts out at no charge) as needed after obtaining proper approvals from management.
• Coordinate payment and/or credit authorization and refunds with the Accounting Department.
• Identify areas for process improvement and contribute to enhancing customer service workflows and efficiencies.
• Conduct follow‑up surveys with customers to gather feedback, measure