Customer Service Representative

Position:Customer Service Representative

Location: Vineland, NJ

Job :465

# of Openings:0

UGSI Chemical Feed is a wholly-owned subsidiary of cleanwater1, Inc., a global provider of on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems serving the water and wastewater treatment industries. UGSI Chemical Feed, through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market.

The Customer Service Representative is responsible for working with external customers and internal teams to identify, quote, and sell replacement parts. Main duties include answering phone calls and emails sent to our integrated service team; creating troubleshooting cases; creating, entering, and issuing sales orders, invoices, and POs; entering Manufacturing Orders; handling RMAs; and other aspects required for providing a positive customer experience.

The successful candidate will be a self-starter with a team-centric personality, strong communication skills, and experience in a professional setting. They will demonstrate strong organizational skills, prioritizing customer issues effectively, ensuring timely resolution, and maintaining reliability in handling tasks and commitments. The Customer Service Representative will frequently interact with customers and internal staff, and must be able to remain positive and professional in all situations.

They should demonstrate a good attitude and the ability to work independently with minimal direction, while staying friendly, patient, and flexible when supporting both customers and teammates.

This is an in-person position that will work out of our Vineland, New Jersey location and may sit at the front desk to welcome visitors and vendors to the facility. This full-time position reports to the Customer Service Manager and will largely support the UGSI Chemical Feed business and product lines.

• Answer incoming customer calls, provide assistance and information, and ensure adequate phone coverage by coordinating with the Customer Service team.
• Apply active listening and emotional intelligence to understand customer concerns, de-escalate challenging situations, and respond with empathy and professionalism.
• Ensure accurate and timely entry of sales orders, invoices, and manufacturing orders, coordinating with production and logistics teams as needed.
• Stay up to date on product knowledge, industry trends, and internal procedures to provide customers with accurate and informed support.
• Use various ERP and CRM systems to create quotes, orders, and invoices ensuring accuracy and integrity.
• Effectively organize and prioritize customer issues, ensuring prompt resolution while maintaining reliability and kindness.
• With support from internal team members, determine replacement parts and their part numbers required, according to inspections of old parts, customer requests or customer’s descriptions as needed.
• Identify and recommend additional or replacement parts during customer interactions, highlighting opportunities to increase sales.
• Collaborate with the Service and Engineering teams to ensure high level of customer satisfaction.
• Work closely with inventory management teams to confirm product availability, track shipments, and provide accurate lead times to customers.
• Build and maintain strong relationships with customers by providing high-quality service, addressing concerns, and proactively following up on open inquiries.
• Log call details, technical troubleshooting, and inquiries as Cases in Salesforce, updating and assisting in resolution as applicable.
• Create RMA’s (Return Material Authorizations) and No Charges…