Sr Customer Care Representative

About Us

Every person on the planet dreams of a better home. And at LIXIL, we’re committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We’re a home for growth, for imagination, for creativity. A home for your talent and ambition.

A home for everyone.

Overview

Part of the Supply Chain Team, you are the driving force that coordinates the end-to-end flow of materials, information, and resources, from suppliers to customers. This role encompasses demand forecasting, procurement, production planning, and supplier relationships. The ideal candidate will have a strong understanding of supply chain principles, exceptional leadership and problem-solving skills, and the ability to enhance efficiency and reduce costs.

Responsibilities

The Sr Customer Care Representative will work as part of the Customer Care team to provide a premier customer experience to our retail and trade clients. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to efficiently address and resolve inquiries from our trade partners. This role requires a proactive approach to problem-solving and a commitment to ensuring a positive customer experience. This position will enjoy a hybrid work arrangement.

 

Respond to a heavy volume of phone calls and emails related to order inquiries. Responsibilities include expediting orders, tracking shipments and investigating shipping problems.  Develop a relationship with the customers they serve by channel (retail, trade, etail) utilizing data to proactively improve the customer experience

Assist our customer with order entry to the Business Portal as necessary. Promote the BP as the preferred method of order entry. Utilize open order reports to proactively resolve customer issues.

Respond to Divisional Sales Leaders’ and National Account Leaders’ requests for customer service issues.

Liaise with Sales, Supply Chain, Marketing, and Customer Service/Order Entry teams.

Investigate and resolve customer issues in a timely and efficient manner in accordance with established service levels (KPIs). Satisfy customer inquiries that relate to product questions, lead times, printed materials or the American Standard website. De-escalation of customer complaints working closely with operations and sales in a timely matter to bring issues to resolution

Possess an understanding of pricing programs and promotions and effectively communicate this to our customers.

Develop and maintain in-depth knowledge of products and services to provide accurate information and support to trade and wholesale customers.

Work on special projects as necessary

Qualifications

• High school diploma required. Post-secondary education a plus.
• 3+ years’ of customer service experience/ account management preferably in a trade or B2B environment

  SAP experience required. Strong verbal and written communication skills. Self-motivated with a desire to learn and grow. Flexibility to adapt to changing priorities and a dynamic work environment Ability to work independently as well as collaborate effectively with internal teams to ensure comprehensive customer support. A customer-centric mindset with a commitment to exceeding customer expectations. Strong problem-solving skills with a solution-oriented mindset.

  Salesforce knowledge is a plus. Industry knowledge a plus

Hiring Range

The Hiring Salary Range for this position is $52,000.00 - $68,000.00  annually.

 

(Salary offer to be determined by the applicant’s education, experience, knowledge, skills, location, and abilities, as well as internal equity and alignment with market data.)

 

 

EEO Statement

AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. Only at LIXIL’s request preferred vendors may be invited to refer talent for specific open positions. In such cases, a current and fully executed agreement with LIXIL must be in place.

 

Recruitment & Staffing Agencies: AS, AMERICA INC does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to AS, AMERICA INC. or its employees is strictly prohibited unless contacted directly by AS, AMERICA INC. internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of AS, AMERICA INC. and will not owe any referral or other fees with respect thereto. 

• High school diploma required. Post-secondary education a plus.
• 3+ years’ of customer service experience/ account management preferably in a trade or B2B environment

  SAP experience required. Strong verbal and written communication skills. Self-motivated with a desire to learn and grow. Flexibility to adapt to changing priorities and a dynamic work environment Ability to work independently as well as collaborate effectively with internal teams to ensure comprehensive customer support. A customer-centric mindset with a commitment to exceeding customer expectations. Strong problem-solving skills with a solution-oriented mindset.

  Salesforce knowledge is a plus. Industry knowledge a plus

The Sr Customer Care Representative will work as part of the Customer Care team to provide a premier customer experience to our retail and trade clients. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to efficiently address and resolve inquiries from our trade partners. This role requires a proactive approach to problem-solving and a commitment to ensuring a positive customer experience. This position will enjoy a hybrid work arrangement.

 

Respond to a heavy volume of phone calls and emails related to order inquiries. Responsibilities include expediting orders, tracking shipments and investigating shipping problems.  Develop a relationship with the customers they serve by channel (retail, trade, etail) utilizing data to proactively improve the customer experience

Assist our customer with order entry to the Business Portal as necessary. Promote the BP as the preferred method of order entry. Utilize open order reports to proactively resolve customer issues.

Respond to Divisional Sales Leaders’ and National Account Leaders’ requests for customer service issues.