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Customer Service Representative

Date:  Jan 28, 2023

Fresno, CA, US, 93619

Requisition ID #:  1221

Trillium Flow Technologies, founded on a legacy of premier products and service, provides mission-critical valves, pumps, and aftermarket services in oil and gas, power generation, water and wastewater, and general industry, with an unparalleled focus on your specific industry needs. Our innovative approach will deliver the support you need through design, installation, and operation, providing continuity and confidence in your flow control. You can count on us for knowledgeable customer support, innovative engineering design, a global footprint, and supply chain, aftermarket parts and service, and unmatched responsiveness to meet your demanding schedules.

Job Title: Customer Service Representative

Department: Customer Service

Reports to: Customer Service Manager

FLSA Status: Exempt


I. Position Purpose


· Provide a primary point of contact for customer service concerns.

· Cooperatively work with VP’s, Application Engineering/Demand Manager, Regional Sales Managers, Project Engineering, Planning, Production, channels of distribution, and OEM and/or end-user customers. .

· Support Project Management, Application Engineering, Project Engineering, Planning and Production in meeting the needs of internal customers and processes critical to meeting our (external) customer needs.

· Actively contribute to and participate in processes and activities to achieve company’s strategies and goals as outlined in Weir Floway’s Policy Deployment objectives.


II. Key Responsibilities


· Interface with Project and Application Engineering, Production staff, Manufacturers Representatives, and Regional Managers to support achievement of customer service objectives.

· Follow-up activities: back up for verifying internal order schedules, identified critical submittals out for customer approval and work towards getting the submittal released back and providing back up to the Product and Application Engineering team as necessary.

· Coordinate inspection and test activities and act as liaison to customers on orders and contracts requiring Customer Service representation.

· Provide the organization with accurate and on-time forecasts for identified, critical “at customer” orders.

· Responsible for maintaining due dates in order entry data base for “at customer” projects.

· Understand and communicate risks to the management staff associated with specific projects.

· Create special detail sheets, schedules, reports, and submittals for customer review and/or approval.

· Maintain databases related to Customer Service activities.

· Perform other related duties as assigned.

· Observe all safety and ISO requirements.

III. Relationships


· Position currently reports to the company’s Customer Service Manager.

· Direct reports include: no direct reports

· Indirect reports include: no indirect reports

· Internal relationships exist with all functional department heads and staff.

· External relationships exist with customers, manufacturers’ reps, distributors, consulting engineers, suppliers/vendors, other Weir companies, and domestic/international standards organizations.



IV. Performance Measures


· Defined Customer Service objectives.

· Adherence to and achievement of department and company budgets.

· Teamwork and cooperation with the company management team and other Weir Group companies.

· On-time completion of targeted policy deployment objectives and reports.


V. Physical Demands & Work Environment


· The work is sedentary. Typically, the employee may sit comfortably to do the work. However there may be some walking; standing; bending; carrying of light items such as papers, books and driving an automobile, etc. No special physical demands are required to perform the work. The work environment involves everyday risks or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, libraries and residences or commercial vehicles, e.g., use of safe work practices with office equipment and avoidance of trips and falls. The work area is adequately lighted, heated and ventilated.


V. Education, Experience and Skills


· Minimum AS degree required, BA/BS degree preferred (Marketing or Business Management preferred) or minimum 5 years customer service experience in a sales and/or marketing function.

· Excellent oral and written business communication and presentation skills.

· Skilled in use of Microsoft Word, Power Point and Excel software.

· Strong problem solving and analytical skills with the ability to formulate well documented, fact based repor

Trillium Flow is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Trillium Flow is a background screening, drug-free workplace.

Nearest Major Market: Fresno