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Viega LLC · 18 hours ago

Tier 3 Customer Service Representative

Broomfield, CO

Full-time

Onsite

Mid Level

$56K/yr - $68K/yr

3+ years exp

Viega LLC is a company dedicated to delivering exceptional customer service. The Customer Service Specialist serves as the primary point of contact for customer inquiries, managing the full lifecycle of customer interactions, including order entry, product inquiries, and resolving complex issues such as returns and warranty claims.

Building MaterialIndustrial ManufacturingManufacturing

Hiring Manager

Brad Kerwin

Responsibilities

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

Qualification

Customer service skillsERP proficiencyCRM proficiencyCommunication skillsProblem-solving skillsAttention to detailTime managementInterpersonal skillsCollaboration skillsOrganizational skills

Required

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

High School Diploma or equivalent required

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