Customer Service Representative

Reliance Worldwide Corporation (RWC)

Plumbing Matters. We make it better. Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating and construction to make our customers' lives easier, while sustainably delivering unrivalled returns. We are publicly listed on the Australian stock exchange (ASX) with global headquarters in Atlanta, Georgia, USA, regional headquarters in Brisbane, Australia and London, UK. Our global family of trusted brands are committed to making a positive, lasting impact – we are better for our planet and better for our people. We operate in 45 facilities across 20 countries. We're acquisitive and we're laser focused on growth.

Our Culture

• We're big enough to make a difference and small enough for each one of us to make an impact. Whilst we operate on a global scale, we understand the importance of local markets by focusing on the needs of those markets. Our culture encourages our people to think differently, challenge the status quo and shape the world around us. Our values SPIRIT drive how we work together with a focus on Safety, Passion, Integrity, Reliability, and innovation, together as one global team. We have something special here – not just what we do, but who we are. We're not afraid to try new things; we punch above our weight; and we move with speed. Our strategy ensures we provide a safe environment for our people, and we actively promote diversity and inclusion. We are dedicated to sustainable practices and making a positive contribution to the community we serve. Everyone at RWC makes a valuable contribution to our business. Sound like somewhere you can see yourself. Read on.

At RWC a customer service representative is responsible for managing the end-to-end order fulfilment process from taking customer orders to delivering the product. The customer service representative ensures that orders are accurate, complete, and delivered on time. They must also be able to manage customer enquiries and complaints in a professional and timely manner. As well as maintaining accurate records of all orders, the customer service presentative also proactively coordinates with other departments to ensure that orders are properly processed and delivered on time and in full.

Other duties to ensure a seamless experience include ensuring the accuracy of pricing, inventory management and providing excellent customer service by ensuring that the customer is fully updated throughout the order lifecycle.

PRIMARY JOB DUTIES & RESPONSIBILITIES

• Receiving and processing customer sales orders in SAP
• Ensuring accuracy and completeness of customer orders
• Communicate with customers by phone & email, answering their queries and resolve problems
• Monitor customer orders and proactively keep customers informed of the order status
• Provide advice and support to customers regarding the company's products and services
• Handle and resolve customer complaints with understanding and diplomacy
• Utilise the internal customer management software to track all order processes
• Build strong relationships & report with both internal and external customers
• Advise on company information and processes, as well as deals and promotions (in the future)
• Work with sales and other departments to ensure on time in full deliveries.
• Ad-hoc duties within the skillset, as and when required
• Drive brand awareness and promotion

Performance standards

• Achieve monthly KPIs:
• Call & Email Management
• Order Management
• Case Management
• Quality Assurance
• Compliance

Personal profile

• Excellent Customer Service skills with a passion for customer service
• High attention to detail
• Good time management and organizational skills
• Ability to work to deadlines and maintain accuracy.
• Good communicator and an engaging facilitator
• Enthusiastic team player but also able to work independently.
• Computer literate and proficient in Word, PowerPoint, Excel, and Outlook
• Knowledge of SAP or similar ERP system and Salesforce (preferred)