Architectural Customer Experience Representative

Architectural Customer Experience Representative
**_ The Company_**:
Zurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things. We’re a fast growing, publicly traded company (NYSE: ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.

Named by Newsweek as One of America’s Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful. They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience. Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today’s leading international suppliers of plumbing and water delivery solutions.

If you’re ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family

**BUSINESS UNIT**

Hadrian is a worldwide supplier of quality toilet partition and locker products. Hadrian was the first manufacturer to powder coat toilet partitions and has continued to embrace new technologies and materials in order to offer architects, designers and end-users more flexibility in design. Hadrian’s wide range of toilet partition products includes; powder coated metal, stainless steel, embossed stainless steel, and solid plastic. Lockers are available in Emperor (corridor), Gladiator (athletic) and replacement front styles.

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As part of the Customer Service team, the Hadrian Customer Service Representative (CSR) is the key contact for the company’s authorized distribution network. Working within a team environment, the CSR is responsible for: producing layout drawings based on construction drawings & specifications using the company’s’ in house software, quoting & ordering projects, order management via JD Edwards ERP, managing customer accounts and promptly & effectively responding to inquiries & responding to & trouble-shooting product specific technical questions. Act as a liaison between the customer; internal engineering and production teams to ensure that product designs meet strict project requirements. Heavy emphasis on developing strong product knowledge and relationship building with your customers. The expectation from clients, agents and distributors is frequent and timely communication on project updates and lead times.

**RESPONSIBILITIES**
- Interpret architectural and construction drawings to produce & process accurate quotations, submittals and layout drawings; reviews project specifications to ensure product offering is in compliance
- Careful reproduction of floor plans into Hadrian software; may include supplemental AutoCAD drawings to understand the specification
- Learn and develop clear understanding of product knowledge in reference to Hadrian product offering (does Hadrian meet the customer’s specification needs?)
- Identify whether Hadrian offering meets codes in specific states in the US, such as ADA, AST, E84 and Fire Codes.
- Understand material and fabrication in relation to Hadrian’s ability meet custom Locker or Toilet Partition requests
- Proficiently navigates and maintains data in the JD Edwards ERP system to obtain order specific information about order status, ship dates and to process cases, credits & RMA
- Order management via JDE & PCN (company’s’ in house software) from order entry to post-shipment, including custom order entry and occasional AutoCAD drawings
- Effectively communicates and collaborates with engineering staff and production team to pursue and develop solutions to unique/custom projects using AutoCAD.
- Process and verify orders with a high level of accuracy; attention to detail is essential
- Daily and time sensitive review of orders on hold prior to releasing into production
- Ensure quality and accuracy of technical documentation, custom order entry and layout packages throughout the order lifecycle.
- Dedicated review of ETA’s; order statuses, shipment and freight quote requirements and coordination of Bills of Lading for pick up orders
- Review Credit holds on orders; issue credits and RMAs as required
- Supports & collaborates with sales channel to deliver exceptional customer support
- Effectively & proactively communicates with shipping, operations, engineering, accounting & IT teams to resolve issues and for improvement initiatives.
- Upon discovery, report system bugs to IT team
- Expectation of daily display of professionalism, communicate with honesty and empathy to customers
- Seek out and internalize feedback for continuous improvement both in your role and for the betterment of the department and Hadrian overall
- Regularly display a willingness to collaborate and assist others on the customer service t