Customer Care Representative II

Job Title: Customer Care Representative II

Location: Anaheim, CA

WeldOn Adhesives, a Division of IPS Corporation

Established in 1954, WeldOn Adhesives, Inc., a subsidiary of IPS Corporation, is the pioneer and leading manufacturer of Weld-On solvent cements, primers and cleaners for PVC, CPVC, ABS and other plastic piping systems. WeldOn products are globally recognized as the premium products for joining plastic pipes and fittings. Headquartered in California, WeldOn has state-of-the-art operations throughout the United States, as well as China, and a worldwide network of sales representatives and distributors.

We are committed not only to providing the best product performance, but to do so in the most environmentally responsible manner. All WeldOn solvent cements, primers and cleaners meet the requirements for low volatile organic compound (VOC) emission limits established by the California South Coast Air Quality Management District (SCAQMD), one the nation's strictest air quality regulatory bodies. WeldOn products are manufactured with proven formulation and manufacturing techniques. Our manufacturing facility is also ISO 9001: 2008 certified for its excellent quality management system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Develop knowledge of Weld-On product, customer base and operational systems/processes
• Receiving and processing customer/agent calls in a timely manner
• Perform up-selling duties
• Provide customer with information as needed
• Ensure customer satisfaction, with an objective of "delighting" the customer, above and beyond the call of duty
• Timely and accurate entry of customer orders
• Timely and accurate processing of credits/ returns
• Track orders for on time shipping
• Create/maintain customer service reports and other metrics as needed
• Other duties and projects work as assigned
  
  
  

KEY COMPETENCIES AND SKILLS:

• Strong interpersonal skills/communication skills - verbal, listening & written
• Solid problem solving and analytical skills
• Shows initiative, adaptability, and flexibility (including work hours)
• Excellent telephone sales personality skills
• Excellent time management skills
• Decision-making, problem resolution and creative thinking skills
• Detail oriented and works with a high degree of accuracy
• Ability to multitask effectively with shifting priorities in fast environment
• Ability to tactfully handle stressful and difficult situations
  
  
  

EDUCATION / EXPERIENCE:

• Minimum: High School Diploma or equivalency
• 3-5 years of customer service experience in manufacturing company.
• Excellent data entry skills are required.
• Proficient use of MS Office-Outlook E-mail, Word, Excel, etc.…
• Preferred:
• Education beyond High School diploma, multiple years of experience in a customer service role, in high volume call center environment.
• Prior experience w/ ERP system (JD Edwards).
• Up-selling/cross-selling experience highly desired.
  
  
  

Salary Range: $19.00 - $26.00 hourly