Customer Serivce Representative

Pedrollo Group USA, embodies a steadfast commitment to our core values, which form the foundation of our multi-generational, family-owned business with over 50 years of experience.

We are relentless in our pursuit of excellence, constantly striving for the highest standards in the development of products and programs tailored for both the Professional and Hardware Retail channels. Our culture thrives on innovation, driving us to create cutting-edge solutions, from Sump Pumps to Garage Organization, that meet the evolving needs of our customers.

The attitude of our team is a crucial element in our success. We foster a positive and collaborative environment, where each employee plays a vital role in our sustainable and profitable growth. Integrity is at the core of everything we do. It's the cornerstone of our interactions, from design and manufacturing to distribution and customer service.

At Pedrollo, doing the right thing is not just a principle; it's our promise. We operate with unwavering integrity, ensuring that every decision and action aligns with our commitment to ethical business practices. This dedication sets us apart, making us a company that values and delivers excellence in every aspect of our operations.

We are seeking a Customer Service Representative to provide exceptional customer support and manage assigned accounts. This role is responsible for responding to product inquiries, maintaining accurate customer account information and pricing, processing orders and returns, and resolving customer questions or concerns to ensure a positive customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide courteous, professional service to customers and sales representatives at all times.
• Accurately and promptly enter orders. Verify and apply customer terms and programs as defined and outlined by customer or group.
• Resolve problems and/or complaints efficiently and effectively.
• Authorize return of damaged goods and/or refused merchandise and process credits and returns according to established procedures.
• Answer general email correspondence from the Orders Inbox and Customer Service/Info as assigned.
• Review and verify all customer account information for accuracy while entering orders/credits.
• Report any product related problems as they occur to supervisor for appropriate resolution.
• Provide support and training to new employees as needed.
• Cover for other team members for breaks, and time off on a rotating basis.
• Overtime may be required
• Other duties and tasks as assigned.

COMPETENCIES:

• Exceptional customer service skills.
• Excellent organizational and followup skills
• Ability to handle multiple tasks and work positively under pressure
• Excellent verbal and written communication skills
• Must be a team player and be able to work with diverse personalities
• Sound judgment
• Ability to work with staff at all levels
• Diplomacy and tact to handle and resolve difficult issues.
• Able to maintain privacy and confidentiality.

MINIMUM QUALIFICATION:

Education: High School diploma

Experience: 3 years of experience in customer service

Office-based roles:

• Remains in a stationary position (sitting or standing) 50% of the time.
• Constantly operates a computer and other office equipment, such as a scanner, copy machine and printer.
• Communicates with others in their area of expertise, both internally and externally. Exchanges accurate information in these situations.
• Frequently moves equipment and supplies weighing up to 30 pounds.
• Occasionally, the individual in this position will need to stand, reach, bend, stoop, and kneel.
• Specific vision abilities required by this job include normal vision.
• The office environment will have normal lighting and climate control tolerances.
• Additionally, the office setting will have moderate noise exposure, i.e. business office with computers, printers, light traffic.
• Travel conditions may involve being in an aircraft or automobile for extended periods of time.
• Work is performed in the business office at a minimum of 40 hours a week.

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, disability, veteran status, genetic data or other legally protected status.

About Pedrollo Group USA

Pedrollo Group USA serves as the North American office for Pedrollo Group Srl, catering to the United States and Canada. Established in 1974 in San Bonifacio (Verona), Pedrollo S.p.A. remains a prominent industrial entity in Northeastern Italy. It holds a global reputation as a benchmark in the electric water pumps industry. Pedrollo Group Srl focuses on WATER, ENERGY, and TECHNOLOGY sectors, upholding its tradition of innovation and technology, reflecting the excellence of its Italian heritage. The company's highly automated systems ensure sustained global competitiveness, with continuous investments in innovation and the adoption of original solutions in mechanics, design, electronics, and human intelligence.