Customer Service Representative

About the Company

IPS Corporation is a global, market-leading provider of Water and Flow Management Solutions and Specialty Adhesives Solutions for applications where failure is not an option. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. We were first to produce reliable cement for use with PVC, CPVC, and ABS pipe and fittings, and first to introduce plastic recessed washing machine and ice maker outlet boxes. Since then, we have expanded our offering to more than 10,000+ products and solutions across multiple fast-growth industries such as residential and commercial construction, irrigation, pool & spa, marine, or industrial manufacturing.

Today our industry-leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors. We offer premium brands, world-class customer service, seamless processes, and a global supply chain. IPS, through its three operating companies, operates 13 manufacturing plants in the US, Europe, and China supporting sales to over 85 countries. IPS Corporation is a portfolio company of Centerbridge Partners, a private investment management firm with approximately $36 billion in capital under management.

Responsibilities

• Enter orders the same day of receipt; send order acknowledgements to customers within 24 hours of receiving the purchase order.
• Process sample orders and follow up with the Regional Sales Manager (RSM) to communicate shipment information.
• Receive and promptly return incoming telephone calls to customers and colleagues.
• Respond to inquiries about pricing, order status, lot numbers, and product availability on the same day the inquiry is received. If received after 4:00 PM EST, respond the following business morning.
• Receive and log customer complaints in the CRM system; communicate complaints/inquiries to the appropriate RSM and internal QESH (Quality, Environmental, Safety, and Health) group.
• Process purchase orders, follow up on payments, credits, and PO status.
• Issue Return Materials Authorization (RMA) and ensure proper Delegation of Authority (DOA) is followed for RMA approval; process and provide credit memos to customers related to approved RMAs.
• Process credit memos for Sales Goodwill.
• Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual.
• Proactively communicate customer inquiries to the appropriate RSM.
• Maintain a positive attitude and demonstrate professional behavior with internal and external customers.
• Act as an advocate for the Voice of the Customer (VOC) with the internal commercial and operations team.
• Field customer inquiries and escalate technical product information requests to the appropriate technical services team.
• Follow all safety guidelines for a safe work environment; report unsafe conditions or behaviors to the appropriate safety manager, Director of Sales & Marketing, or VP of Operations.
• Prepare sales and usage reports for direct customers as needed by the commercial team.
• Submit new account forms to the ERP system manager/Accounting for setup; proactively follow up to ensure timely completion and communicate setup completion to the appropriate RSM.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Routinely contribute VOC to the commercial team to maintain a high-performance level of customer service.
• Perform all other duties as assigned.

Requirements

• Associates degree or equivalent experience.
• 1–5 years of prior experience in Customer Service.
• Experience with purchasing or inventory control in a manufacturing environment preferred but not required.

Skills

• Communication Skills:
  • Ability to effectively communicate in English (verbal and written) required.
  • Ability to follow written and oral procedures and instructions.
  • Ability to speak Spanish is a plus.
• Mathematical Skills: Proficient in arithmetic and basic mathematics (including percentages and ratios).
• Computer Skills:
  • Basic knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint) required.
  • Experience with ERP and CRM systems (JDE, Salesforce) preferred.
• Other:
  • Quality Focus
  • Attention to Detail
  • Problem Solving (a curious mind)
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Analyzing Information
  • Multi-tasking

Work Environment

• 80–95% Office (Temperature Controlled).
• 5–20% Factory (Limited Temperature Control).
• Ability to lift up to 20 lbs.