Customer Service Representative Job at Zep, Inc.
About Zep Inc.
Zep Inc. is a leading manufacturer of cleaning solutions for businesses and consumers with operations across the U.S, Canada, and Europe. Our purpose is to make the planet cleaner, safer, and more productive. To fulfill our purpose, we focus on understanding and solving cleaning needs for consumers, as well as business customers across a variety of segments including transportation, industrial, institutional, and food & beverage. We also have a strong presence in the consumer-packaged goods (CPG) segment, where we develop products to help consumers and businesses maintain a clean and safe environment. Our products can be found online and at retail shelves at outlets like Home Depot, Amazon, Lowe’s, Ace Hardware, Grainger, HD Supply, Walmart, and many others. We market our products under well recognized and established brand names, such as Zep®, Enforcer®, Misty®, TimeMist®, TimeWick, and Country Vet®. Zep was founded in 1937 and is headquartered in Atlanta, GA. In 2021, Zep became the official cleaning partner of Atlanta United FC.
Job Description:
Summary:
The Customer Service Representative is responsible for supporting internal and external customers as well as sales representatives, through proactive management of orders, and knowledge of product offerings, applications and pricings. This position also acts as a liaison between customers and the company, assisting with complaint resolution and providing assistance with customer billing and other queries. This is a 100% remote / work from home opportunity.
Primary Duties:
Customer Service
- Enter sales orders, expediting them when necessary. This may include reaching out to customers and verifying account and order information.
- Provide timely and accurate information to incoming customer order status and product knowledge and application requests.
- Track orders to completion, which may include providing a POD to Customers/Sales Representatives as requested.
- Communicate pricing and inventory availability to Customer/Sales Representatives.
- Investigate and resolve customer issues and concerns which arise, including providing assistance around RMA and quality complaints.
- Investigate and track through resolution all customer quality complaints.
- Work closely with the credit department to resolve disputed credit terms and deductions.
- Assist with the administration of the EDI order workflow.
Other Responsibilities:
- Ensure that issues needing management assistance or attention are escalated appropriately.
- May provide assistance with training of other associates.
- Perform other responsibilities as requested.
Qualifications:
- Associates degree or equivalent
- 2+ years of office customer service experience
- Strong computer skills and proficient user of Microsoft Suite
- Strong decision making and analytical abilities
- Consultative skills (Team player and ability to multi-task) that help create value for the internal and external business partners
- Excellent verbal, listening and written communication skills.
- Well organized and detail oriented.
- SalesForce.com a plus
- SAP experience is a plus
Our Values
At Zep, we have developed a set of values focused on bringing even greater cohesion to our workplace. As part of this plan, we introduced a values framework called S.P.E.E.D. to align with our purpose of making the planet cleaner, safer, and more productive.
- Stewardship: We continuously improve the safety of our people and products, and we protect the planet by innovating solutions to reduce our environmental impact.
- Passion for Problem Solving: We listen to our customers and actively work to find solutions for unique situations. We think creatively to innovate and seize opportunities that will drive growth and make all our customers’ and consumers’ lives better.
- Empowerment: We encourage and lead our people to be accountable by equipping them to make decisions and own the outcome
- Expertise: We create innovative solutions and partnerships that are relevant to service our communities and customers.
- Doing the Right Thing: We expect our people to understand ethical boundaries and be inclusive of other backgrounds, ideas, and perspectives. Demonstrating honesty, respect and integrity in all actions is always expected.
Zep Inc. is an organization that is committed to diversity within its workforce and encourages all interested candidates, including women, minorities, & former military personnel to apply. It is the policy of Zep Inc. that all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability or sexual orientation.
As an Equal Opportunity and Affirmative Action Employer, Zep Inc. provides full employment opportunities to all qualified persons without regard to race, creed, color, religion, gender, sexual orientation, national origin, age, disability, marital status, ancestry, or veteran status or any other distinction outlined in all applicable federal, state, and local laws.
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