Job Title

Position Summary As part of the Customer Service team, the Hadrian Customer Service Representative (CSR) is the key contact for the company''s authorized distribution network. Working within a team environment, the CSR is responsible for producing layout drawings based on construction drawings & specifications using the company''s inhouse software, quoting & ordering projects, order management via JD Edwards ERP, managing customer accounts and promptly & effectively responding to inquiries & troubleshooting productspecific technical questions. Act as a liaison between the customer; internal engineering and production teams to ensure that product designs meet strict project requirements. Heavy emphasis on developing strong product knowledge and relationship building with your customers. The expectation from clients, agents and distributors is frequent and timely communication on project updates and lead times. Responsibilities Interpret architectural and construction drawings to produce & process accurate quotations, submittals and layout drawings; review project specifications to ensure product offering is in compliance Careful reproduction of floor plans into Hadrian software; may include supplemental AutoCAD drawings to understand the specification Learn and develop clear understanding of product knowledge in reference to Hadrian product offering (does Hadrian meet the customer''s specification needs?) Identify whether Hadrian offering meets codes in specific states in the US, such as ADA, AST, E84 and Fire Codes. Understand material and fabrication in relation to Hadrian''s ability to meet custom Locker or Toilet Partition requests Proficiently navigate and maintain data in the JD Edwards ERP system to obtain orderspecific information about order status, ship dates and to process cases, credits & RMA Order management via JDE & PCN (company''s inhouse software) from order entry to postshipment, including custom order entry and occasional AutoCAD drawings Effectively communicate and collaborate with engineering staff and production team to pursue and develop solutions to unique/custom projects using AutoCAD Process and verify orders with a high level of accuracy; attention to detail is essential Daily and timesensitive review of orders on hold prior to releasing into production Ensure quality and accuracy of technical documentation, custom order entry and layout packages throughout the order lifecycle Dedicated review of ETA''s; order statuses, shipment and freight quote requirements and coordination of Bills of Lading for pickup orders Review credit holds on orders; issue credits and RMAs as required Provide effective customer and technical support; respond to calls and emails, meeting set Service Level Agreements to our sales agents and distributors; troubleshoot to resolve quality concerns for a wide range of products Support & collaborate with sales channel to deliver exceptional customer support Effectively & proactively communicate with shipping, operations, engineering, accounting & IT teams to resolve issues and for improvement initiatives Upon discovery, report system bugs to IT team Expectation of daily display of professionalism, communicate with honesty and empathy to customers Seek out and internalize feedback for continuous improvement both in your role and for the betterment of the department and Hadrian overall Regularly display a willingness to collaborate and assist others on the customer service team; pivoting between business unit sectors & product lines when necessary Assist in the development & implementation of department/company process changes and improvement initiatives Contribute to the overall functioning of the team by maintaining awareness of emerging issues and sharing best practices, both internally and externally, and building effective working relationships across the team and company Other duties as requested Skills 35 years of experience in a Customer Service/account managementrelated role, preferably supporting a specialized or technical product Excellent communication skills written and verbal Ability to multitask with excellent organizational skills Demonstrated initiative and attention to detail Proven problemsolving ability to troubleshoot and think critically in order to successfully resolve issues Strong computer proficiency including MS Office suite (Outlook, Word, Excel, PowerPoint) & working in multiple systems simultaneously Ability to learn and master JD Edwards ERP, Project Center NEXT & AutoCAD Ability to learn, understand and interpret specifications, construction documents and blueprints Working knowledge of JD Edwards or other large ERP systems a strong asset Working knowledge of eCommerce and/or EDI an asset Working knowledge of FoxIt or Adobe Editor an assetExperience in a manufacturing environment an asset Total Rewards and Benefits Competitive Salary Medical, Dental, Vision, LTD, AD&D, and Life Insurance Competitive vacation policy 12 Paid Holidays Annual Bonus Eligibility Educational Reimbursement DCPP with eligible matching Employee Stock Purchase Plan purchase company stock at a discount! Zurn Elkay is an equal opportunity employer who provides an inclusive and diverse work environment. We are committed to providing reasonable accommodations for applicants upon request at any stage of the recruitment process. #J-18808-Ljbffr