Tier 3 Customer Service Representative

JOB DESCRIPTION SUMMARY

The Customer Service Specialist plays a vital role in delivering an exceptional experience for Viega’s customers by serving as the primary point of contact for inquiries, orders, and service needs. This position manages the full lifecycle of customer service interactions – from order entry and product inquiries to resolving complex issues such as returns, warranty claims, and logistics challenges.

Furthers Viega’s reputation for superior service and operational excellence by driving consistent, positive customer outcomes and strengthening relationships at every touchpoint.

JOB DESCRIPTION DETAILS

• Serves as the primary point of contact for all customer inquiries, across various platforms, managing the entire customer service lifecycle – including order entry, product inquiries, returns, warranty claims, price quoting, and customer complaints - with professionalism and efficiency.
• Delivers accurate and timely responses to inquiries about pricing, product availability, shipping, scheduling, and order status to drive results and support customer satisfaction.
• Researches and resolves order-related issues, including pricing discrepancies, product questions, and logistics-related customer inquiries.
• Processes and resolves warranty claims by partnering with Quality Assurance and Technical Support teams to confirm validity and issue credits or replacements.
• Investigates and resolves complex pricing, logistics, and shipping discrepancies, ensuring clear, professional communication throughout the resolution process to instill trust and maintain positive customer relationships.
• Reviews and processes customer returns by verifying quantities, purchase dates, pricing, and part numbers, ensuring compliance with Viega’s return policies and procedures. Provides customers with clear return instructions, including restocking fees, credit terms, or replacement details as needed.
• Provides follow-up communications with customers, sales, and support teams regarding questions or discrepancies, including invalid purchase orders, back orders, shipping methods, part numbers, pricing issues, and estimated delivery dates.
• Analyzes incoming customer orders utilizing various technical tools including email and enterprise resource planning (ERP) platforms.
• Ensures the accuracy of orders requested and efficiently rectifies information in accordance with established guidelines, customer requirements, and data management procedures.
• Handles customer complaints with empathy, professionalism, and a solutions-oriented approach. Escalates complex issues to appropriate resources and departments when necessary, ensuring satisfactory outcomes.
• Collaborates with departmental resources and other departments as needed to resolve order issues, escalate complex situations, and ensure case resolution while maintaining a customer-focused approach.
• Communicates effectively by providing clear, timely, and accurate updates to customers, sales, and internal stakeholders regarding order status, discrepancies, and next steps. Facilitates ongoing communication and alignment between departments to streamline processes and deliver a seamless customer experience.
• Documents interactions and resolutions to support internal collaboration, reporting, and continuous improvement efforts.
• Attends meetings as required and/or assigned.
• Adheres to ISO9001 compliance standards.
• Performs other duties as required and/or assigned.
• Occasional travel may be required.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• This role requires strong communication skills, attention to detail, and the ability to collaborate with internal teams across sales, logistics, technical support, and quality assurance

• Proficient in the use of common office equipment and software – including: computers, printers, Microsoft Word, Excel, Outlook, Teams, and PowerPoint
• Proficient in (or able to quickly develop proficiency) the use of Viega’s ERP and CRM platforms
• Thinks critically and applies effective problem-solving skills to drive results
• Excellent customer service skills including but not limited to professional phone/email protocols
• Strong interpersonal, written, and oral communication skills
• Ability to prioritize tasks, including follow-up and follow-through on customer requests
• Builds and maintains positive, productive relationships within and across teams, customers, and vendors
• Strong organization skills, attention to detail, and time-management skills
• Builds and maintains deep knowledge of Viega products
• Effectively manages multiple tasks and priorities
• General understanding and application of continuous improvement principles, identifying opportunities to improve quality and optimize processes, tools and ways of working
• Ability to work both independently and in a team environment, effectively collaborating with department leaders and resources, cross-functional teams, and with customer

Education, Certification/License & Work Experience

• High School Diploma or equivalent required
• Some college education preferred
• 2-3 years of progressive work experience performing administrative tasks, data-entry, interacting with customers, managing process or other related responsibilities required
• 3-5 years related, high-volume customer support, sales and/or account management experience required, preferably within a manufacturing, wholesale or distribution environment