Customer Service Representative

Job Description

Job Description

The Ideal Tridon Group comprises a family of brands that support, secure, and connect the movement of air, fluid, and electricity in critical applications. With over 100 years of proven quality and a strong culture of service, we are the worldwide leader in clamps, strut, hose supports, conduit, fittings, and coupling solutions. Our products are engineered to meet the highest standards across a range of industries, and our commitment to innovation, reliability, and customer support ensures we’re ready to meet the demands of today and tomorrow. At the Ideal Tridon Group, connections aren’t just what we make—they’re the heart of everything we do.

Campbell Fittings , part of the Ideal Tridon Group, today stands as a leader in engineering and manufacturing hose fittings, couplings, ferrules, and sleeves renowned for our quality and innovation. We continue to collaborate with industry experts to advance our products, ensuring safety and efficiency for a range of applications from air to petro-chemical. At Campbell Fittings, we don't just meet standards; we set them. Think safety, think Campbell Fittings.

Campbell Fittings is pleased to announce that we are currently recruiting a Customer Service Representative to join our Customer Service team. The ideal candidate for this position will interact with the company’s customers by addressing inquiries and resolving complaints, all while working in a busy open-floor environment.

Duties/Responsibilities:

• Responds to customer inquiries in a timely manner by telephone, e-mail, and chat, to provide non-technical and technical problem resolution.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Take the initiative to expand own knowledge by working with the above-mentioned specialists to assist customers on future requests.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
• Analyzes a customer's service needs and refers to other service or technical departments for follow-up or additional information as needed.
• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• May be assigned to support products that are more complex or critical. Uses a customer relationship application or database to record activities and research product information.
• Works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. Typically requires 3-5 years of related experience or may need 2 years’ experience with additional specialized training and/or certification.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances professionally and efficiently.
• Proficient computer skills with the ability to learn new software.
• Experience with Macola a plus.
• Must be comfortable and efficient in working in a busy open-floor environment
• Must be comfortable working in a team environment as well as individually

Education and Experience:

• High school diploma or equivalent
• Customer service experience required

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.

Benefits

At Ideal Tridon Group and Campbell Fittings, we focus on benefits that cover your health, well-being, family, and future. Our comprehensive suite of Benefit options is offered to make it easier to stay physically, emotionally, and financially healthy. Some of our Benefits include:

• Medical/Dental/Vision Insurance
• Company paid Short-Term and Long-Term Disability Insurance
• Company paid Basic Life and AD&D Insurance
• Generous 401(k) retirement plan
• Flexible Spending Account
• Health Savings Account
• Generous PTO
• Company Paid Holidays

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

This role's schedule is Monday-Friday 8:30 AM - 5:00 PM with a 30 minute lunch, with overtime per business need.