Customer Service Representative

Overview

Customer Service Representative - Technical will be responsible for providing technical support for Vollrath products. This role requires diagnosing and resolving technical issues, assisting customers, and creating a positive customer experience.

• Understands and demonstrates the importance of providing a positive Customer Experience by providing prompt, courteous, and effective support to customers.
• Responsible for case document management including but not limited to: setting up customer files in JDE, troubleshooting product issues, dispatching service agents, placing orders for parts and products, and working with quality teams to identify persistent issues and future product improvements.
• Responsible for bringing value to the team environment; working with others to complete tasks, projects, and workload in timely manner.
• Exercise empowerment to make decisions which benefits both the business and customer’s needs.
• Maintains high level of technical product knowledge required to support customer warranty questions.
• Ability to read wiring diagrams and product exploded views.
• Demonstrate flexibility and willingness to accept new assignments and actively participate in cross-functional teams.
• Demonstrates willingness to take initiative for own growth and development.
• Other duties as assigned.

• Technical Service call center experience and/or electrical knowledge preferred.
• Bachelor’s Degree in Business, Supply Chain, or related field preferred. Or equivalent combination of education and experience.
• Demonstrates passion for providing world-class technical support and delivering positive customer experience.
• Ability to work quickly and accurately under pressure.
• Must have superior telephone skills, strong written and verbal communication skills.
• Strong organizational and multi-tasking abilities.
• Strong computer skills including Microsoft Office and experience working with an ERP system.
• Strong technical aptitude (read drawings, understand bill of materials, parts identification).
• Strong teamwork and ability to work well with cross functional teams.

No Travel.

Take Ownership: Our intention is to match our actions with our words, building trust with others. We are united in taking responsibility for the success of Vollrath as a whole.

Empower Action: Our intention is to create a workplace where every member can thrive in their growth and contributions with excitement, confidence, and psychological safety. We support each team member with resources and tools to strengthen collaboration and performance.

Treat All People With Respect: Our intention is to recognize the diverse experiences, styles, and backgrounds of others, treating everyone with dignity. We aim to foster an inclusive culture where all team members can be their authentic selves and feel safe in voicing their perspectives.

Life Beyond Work: Our intention is to care for the well-being of every individual we engage with, understanding them as a whole person. We strive to keep people mentally and physically safe, sending each person home in a condition to build a fulfilling life beyond work. We encourage balance, allowing our colleagues to pursue their passions.

Commitment to Those Who Count on Us: Our intention is to drive innovation and practical solutions through understanding the needs of our coworkers, customers, owners, and communities. We are dedicated to proactively addressing those needs and delivering results.

Senioriy level: Associate

Employment type: Full-time

Job function: Customer Service

Industries: Food and Beverage Services and Manufacturing