Customer Service Representative

Overview

A.Y. McDonald Mfg. Co. is a leading manufacturer of water works brass, plumbing valves, and water systems, and natural gas valves and meter bars. Founded in 1856, the company values customer care, invests in education, automation, and innovation, and offers a family‑friendly culture with on‑the‑job training and advancement opportunities.

• Answer phone calls and process inquiry e‑mails from customers and field sales representatives.
• Process return goods, including researching all returns, pulling invoices, purchase orders, and pertinent information for the request.
• Process orders received via e‑mail and EDI.
• Assist customers with the portal and troubleshoot on the AY McDonald customer website.
• Provide pricing and policy information to customers and field sales representatives (freight allowances, quantity discounts).
• Offer technical assistance via phone to help customers select the appropriate product for their application.
• Gather information via phone for special pricing, matching competitor part numbers to A.Y. part numbers.
• Record activities in CRM, including logging phone calls and updating information.
• Coordinate with subsidiaries to strengthen operations and elevate customer experience.
• Prioritize a people‑first approach while maintaining efficiency and accuracy.
• Collaborate effectively with cross‑functional teams.
• Build and maintain positive relationships with internal and external customers.
• Perform other duties as assigned.

Associate’s degree (A.A.) or equivalent from a two‑year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.

Major medical (BCBS), Delta dental and vision, company‑sponsored basic life insurance, short‑term disability, voluntary life insurance, accidental death and dismemberment, and long‑term disability. Competitive 401(k) with company matching, generous PTO, 10 paid holidays, company giveaways, family picnics, and more.

This position is based on‑site at our Dubuque, Iowa facility.

Pre‑employment background check and a 9‑panel (no THC) drug screen are required.

A.Y. McDonald Mfg. Co. is an equal‑opportunity employer.