The RequirementsTo be a good fit for the Consumer Relations Representative opportunity, you will need:
- A high school diploma or G.E.D. equivalent.
- 3 to 5 years of experience in customer service, preferably in a role providing technical service/product support and problem resolution.
- Proficiency with the MS Office Suite applications including Access, Word and Excel.
- Outstanding phone skills.
- Excellent written and verbal communication skills.
- Proven analytical reasoning and problem-solving skills.
- The ability to manage projects.
- A customer-centric, service-oriented mindset.
- Strong learning acumen.
- Knowledge of SAP.
- Experience in chemical manufacturing.
- Experience providing customer support in a retail environment.
- Knowledge of iSight software would be a plus.
- Academic courses in business.
The RoleAs Consumer Relations Representative, you will report to the Sales Administration Manager and be responsible for providing front-line communication across multiple brands, for end users seeking technical assistance, voicing complaints, offering opinions, looking for labels or other product information, seeking refunds, etc. You’ll join a team with two other Consumer Relations Representatives and answer approximately fifty incoming calls daily, as well as respond to emails (only about 10% of your interactions).
You’ll spend the majority of your time speaking directly with consumers and retailers, actively listening to their questions/concerns and communicating in a professional and responsive manner. At times customers will be upset -- perhaps a product resulted in an unwanted outcome -- and you’ll need to demonstrate genuine concern and diplomacy as you listen, search for a root cause, and find a solution. For example, a user might call and insist that a product they used ruined their floor. It will be your task to defuse the situation, find out how they used the product, if they followed the correct steps, and offer a solution. Sometimes the caller will realize that they made a mistake, other times a refund or replacement product might be in order -- the solutions will be tailored to the information you uncover during the call. Regardless of a call's topic, you'll need to be able to walk the line between making the customer feel acknowledged and satisfied, and doing the right thing for the company. Additionally, you'll strengthen customer relationships from a technical support perspective and complete administrative/follow-up tasks.
Specifically, you will:
- Ensure both consumer and customer success by providing an added level of support through technical problem and issue resolution.
- Educate customers and provide technical expertise for multiple brands by analyzing problems, issues and concerns, then offering solutions.
- Follow decision tree protocol to determine solutions.
- Utilize training materials and resources for household products technical information, where to buy requests, material safety data sheet requests, and to respond to customer complaints.
- Identify and communicate continuous improvement opportunities to management.
- Document all calls to allow for trend analysis, workload tracking, and business intelligence.
- Follow established procedures for documentation and escalation protocol regarding consumer or customer health and safety issues.
- Report quality and pertinent customer concerns to management as appropriate to diagnose and resolve product complaints.
- Be aware of call trends around one product or topic and alert management as appropriate.
- Work on special projects as assigned.
Why Zep, Inc.Excellent training -- you’ll spend the first 90+ days with us learning the products and brands, our processes and procedures, the decision tree, SAP -- all the knowledge you’ll need to effectively perform your duties. You’ll receive product training, work with your supervisor, shadow teammates, and answer customer emails, but you won’t be on the phone until 90 to 120 days after you start. It’s important that you can position yourself as an expert when the customer or retailer calls, and that will require a lot of knowledge gain. You bring strong service skills and drive to learn, and we’ll give you the tools you need to succeed.
Career development -- we believe in promoting from within whenever possible and want to help you develop your skills and grow into other positions within the organization, if you choose. Prove yourself a star, and you’ll find there are plenty of avenues for advancement within Customer Service or in another division within our corporation.
Great environment / team -- we recognize that corporate culture has as much impact on a company’s performance as its business strategy. We strive to deliver more than just financial results – we want to be a highly desirable place to work for all of our associates, and to continuously contribute to the improvement of our industry and to the communities in which we operate. We think people like working here as demonstrated by the large number of tenured employees. Within the Customer Service department you'll find people who are just starting out as well as those who have been here for 8,10, 12,17 years... Your supervisor has been with the company for 26 years and has a tremendous wealth of knowledge!
Work/life balance -- we work hard, but also understand that there is more to life than work. You'll work a Monday through Friday day shift with no overtime, giving you the opportunity to tend to the other important elements of your life.
Sustainability and environmental stewardship -- we are committed to creating sustainable cleaning products and solutions, not only because it makes sound business sense, but also because diligent environmental stewardship ensures a better quality of life for current and future generations. Our goal is to incorporate sustainability best practices into every facet of our business operations. We continuously develop processes, products and services that reduce waste and minimize negative environmental impact. At the same time, we are conducting research and refining innovative technologies and solutions that will positively impact the environment far into the future.
Stability and growth -- you will enjoy the stability and respect we’ve gained as a market leader combined with entrepreneurial energy and exciting growth strategies. Our long term growth strategy continues to focus on identifying and integrating accretive acquisitions, growing organically in targeted end-markets, expanding distribution and retail channels, driving manufacturing synergies, and continuing to improve operational efficiencies through diligent supply chain management and purchasing scale.
Excellent compensation -- in addition to a competitive compensation plan, we offer a comprehensive medical, dental and life insurance benefits package that includes all you would expect and more, including a 401(k) with a company match, tuition reimbursement and short term/long term disability.
Video: Zep Values Wheel: Great companies achieve success by consistently behaving in ways that reflect their core values, and at Zep Inc., our values demonstrate who we are.
Keys to SuccessThis is not a typical customer service role; you won’t process orders, deal with pricing, or provide shipping information. This role is 100% dedicated to providing direct and open communication to end users. That means that while you’re service oriented, you’ll need a skillset quite different than a Customer Service Representative.
To be successful in this role, you will need to enjoy talking to customers over the phone and embrace the value of providing solutions. Your phone technique and interpersonal finesse are paramount. You should be able to quickly build rapport over the phone, have the tact and professionalism to make the customer feel they are important to the company and that they have been heard. You’ll demonstrate your expert knowledge and never lose your cool. Your calls will come in all tones, from informational to friendly to irate, and you’ll handle every call with the same level of service and calm professionalism. When you hang up the phone, you should be able to let that difficult call roll off and move onto your next customer.
To be an exceptional Consumer Relations Rep, you'll be a driven professional who is self-motivated and has a dedication to following through on every inquiry and issue that comes up. You are ground zero and will take ownership of the calls routed to you and provide every customer a positive experience in order to achieve complete customer satisfaction. If you have high standards and a friendly disposition, hold yourself accountable, and feel good providing top-notch service, you'll fit right in.
About ZepSince its beginning in Atlanta, GA in 1937, Zep Inc.’s focus has been to offer customers the most comprehensive selection of top-quality industrial cleaning products in the industry, delivered with superior customer service and unmatched technical support. The breadth of the Zep’s commercial cleaning product portfolio provides customized, superior solutions to a broad customer base that includes manufacturers, food processors and preparers, restaurants, hospitals, schools, municipalities, government agencies, hotels and car washes.
Zep's commercial cleaning and equipment maintenance product portfolio includes multiple brand offerings of anti-bacterial and industrial hand care products, cleaners, degreasers, deodorizers, disinfectants, floor finishes, sanitizers, and pest and weed control products, as well as other high performance, professional grade chemical products. Zep markets these products and services under well-recognized and established brand names, such as Zep®, Zep Commercial®, Zep Professional™, Enforcer®, National Chemical®, Selig™, Misty®, Next Dimension™, Petro®, i-Chem®, TimeMist®, TimeWick, MicrobeMax™, Country Vet®, Konk™, Niagara National™ and a number of private-label brands.
Zep Inc.'s brands have been in existence since 1896 and are now part of the Zep name which was founded in 1937. Zep emerged as a public company in 2007 following its spin-off from Acuity Brands. Zep posted record fiscal 2012 sales of $654 million.
Zep Inc. is an organization that is committed to diversity within its workforce and encourages all interested candidates, including women, minorities, and former military personnel to apply. It is the policy of Zep Inc. that all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability or sexual orientation.
Pictured: With more than 300,000 customers worldwide, Zep Inc. provides a comprehensive suite of high-efficacy, brand name commercial cleaning and maintenance solutions to a variety of industries and sectors.