Senior Customer Account Specialist - Customer Service

About the Role

This is an advanced-level position that supports Orenco's customers and 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. This role plays a critical part in the technical training and development of the Customer Service Team and is part of a regional team conducting day-to-day support activities for customer accounts within a given territory. Responsibilities include providing technical support, providing quotes for standard and custom products, processing orders and overseeing all aspects of the order process to ensure fulfillment, preparing correspondence, and fulfilling customer needs to ensure satisfaction.

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.

Essential Functions

• Safety/Culture: Continuously maintain Orenco management's safety, cultural, and professional standards. Promote, encourage, and reinforce a positive safety culture, safe practices, and a safe work environment. Conduct all work in a safe manner and promote safe work practices to all associates and clients.
• Customer Service: Improve the overall customer experience by providing value-add product recommendations. Educate external stakeholders. Conduct outgoing calls to distributors to proactively meet their needs for product and information. Learn and demonstrate effective use of Integrity Selling. Grow the contact database of key external stakeholders to ensure they receive regular communication from Orenco. Execute initiatives within the territory focused on customer retention and acquisition. Assist sales in setting up new distributor accounts. Execute account decisions based on knowledge of the accounts and communication with the regional sales team to increase regional sales. Maintain a strong understanding of the accounts within the region to help increase sales growth.
• Leading: Demonstrate leadership within the Sales department and organization daily. Mentor and help train staff in the Customer Service department. Participate in all meetings and contribute ideas and opinions. Improve methods for internal and customer-facing processes. Participate in team, department, and organizational initiatives. Coordinate with various departments as necessary regarding team initiatives and objectives. Set and strive to complete annual personal development goals.
• Planning: Participate in creation and implementation of regional/territory strategic sales plans.
• Customer Service Support: Assist customers in determining their needs and offering appropriate solutions related to Orenco wastewater equipment. Responsible for purchase orders, logistics coordination, and product returns and warranty claims within the territory. Provide order status and shipment information to customers. Communicate customer issues to regional teams and help resolve issues.
• Reporting: Thoroughly document all tasks and customer interactions in CRM. Input, update, and ensure accuracy of customer contact information in CRM. Communicate distributor/dealer needs back to the 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 the assigned territory.

Work Schedule

Work is 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 an 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 adjust priorities with little notice and remain 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 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, and 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 situated on a variety of developed and undeveloped terrain/locations.