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Consumables Specialist

About Quench

Quench is a leading provider of filtered water systems to more than 120,000 commercial customers across North America, including more than half of the Fortune 500. Our point-of-use filtration systems, which are integrated into water coolers, ice machines, sparkling water dispensers and coffee machines, purify a customer’s existing water supply to provide reliable, convenient and sustainable drinking water. Headquartered outside Philadelphia, Quench is a subsidiary of Culligan International, one of the world’s leading water solutions companies.


Position Summary

We are currently seeking a Consumables Specialist. As a Consumables Specialist you will work closely with both the coffee and Bevi customers. You would be responsible for: phone and email contact with customers, technician support and communication, data entry, work order and sales order creation/coordination, handling product questions, coordination with internal teams such as Scheduling, Supply Chain, Sales and Account Management. A Consumables Specialist will strive to build and maintain business relationships with clients and internal customers, by providing prompt and accurate service, leading to customer satisfaction and loyalty.


Responsibilities
  • Provide world-class customer service on every customer contact
  • Deal directly with customers via phone or through electronic inquiries
  • Respond promptly to all customer inquiries and requests and follow each inquiry through to completion
  • Monitor accounts and create work orders for installation and service
  • Develop knowledge of product to satisfy customer questions
  • Handle and resolve customer complaints
  • Identify and escalate priority issues
  • Handle inbound technician calls and activate accounts
  • Review and analyze customer data to determine action needed
  • Work with strategic vendors to provide service to customer
  • Maintain regular and reliable attendance
  • Create Accounts for all new coffee business


Qualifications
  • At least two years of previous Customer Care experience
  • Must be able to multi-task and switch between different communication channels quickly and efficiently (email , phone, teams, etc.)
  • Extremely organized and detail oriented
  • Ability to work in a team and across different departments
  • Must be resourceful and thorough in a fast-paced environment
  • Must be adaptable, and perceptive to different customer personalities and understand your best approach for each situation.
  • Must have a “customer-centric” attitude with an eagerness to provide world-class customer service
  • Ability to communicate clearly and professionally, both verbally and in written correspondence
  • Strong/Prompt communication skills with customers and internal departments
  • Working knowledge of Microsoft Office (Outlook, Excel, Word)


Quench offers competitive salary and benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.


We are committed to fostering an inclusive workplace and hiring employees without discrimination based on race, color, religion, gender, disability, age, or other factors prohibited by law.


Quench is an Equal Opportunity Employer.

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CEO of Quench
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Tony Ibarguen
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Average salary estimate

$60000 / YEARLY (est.)
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$50000K
$70000K

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What You Should Know About Consumables Specialist, Quench

Join the team at Quench as a Consumables Specialist and make a difference in customer care! This remote position is all about building relationships with our coffee and Bevi customers. In this role, you’ll take the lead on customer communications, both via phone and email, ensuring every inquiry is handled with speed and accuracy. As a vital part of our operations, you’ll be coordinating work orders and sales orders while providing support to our technicians and clients alike. Your problem-solving skills will shine as you tackle product questions and complaints, always aiming for that world-class customer experience that keeps our clients coming back. You’ll collaborate with various internal teams, and utilize your organizational skills to keep everything running smoothly. If you bring at least two years of customer care experience and have a knack for multitasking in a fast-paced environment, we want to hear from you! Your expertise in Microsoft Office and your ability to adapt to different customer needs will be invaluable in this role. At Quench, we're all about providing a great place to work where everyone is included and valued, so if you’re ready to dive into the exciting world of filtered water solutions, this is the chance for you!

Frequently Asked Questions (FAQs) for Consumables Specialist Role at Quench
What are the main responsibilities of a Consumables Specialist at Quench?

As a Consumables Specialist at Quench, you will handle a variety of responsibilities, including customer service communication via phone and email, supporting technicians, managing data entry, coordinating work and sales orders, and troubleshooting product inquiries. Your goal will be to ensure customer satisfaction and foster loyalty through successful relationship-building.

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What qualifications are necessary to become a Consumables Specialist at Quench?

Candidates interested in the Consumables Specialist position at Quench should ideally have at least two years of customer care experience. Key skills include strong organizational abilities, effective multitasking, communication proficiency, and familiarity with Microsoft Office programs. A customer-centric mindset is crucial for succeeding in this role.

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How does Quench ensure customer satisfaction in the Consumables Specialist role?

At Quench, the Consumables Specialist plays a pivotal role in ensuring customer satisfaction by providing prompt responses to inquiries and maintaining ongoing communication. The focus is on delivering top-notch customer service by managing issues directly, which helps to build trust and loyalty among clients.

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What tools and software does a Consumables Specialist at Quench use?

A Consumables Specialist at Quench utilizes various tools, mainly Microsoft Office applications like Outlook, Excel, and Word. Additionally, you will need to be comfortable with communication platforms, whether handling inquiries through email, phone, or team communication apps.

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What makes Quench a unique workplace for a Consumables Specialist?

Quench stands out as a unique workplace by providing an inclusive environment and focusing on equal opportunity for all employees. As a subsidiary of Culligan International, you will be part of a leading company in the water solutions industry, contributing to a mission that emphasizes sustainability and customer-centric service.

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Common Interview Questions for Consumables Specialist
Can you describe your previous customer service experience?

When discussing your past customer service roles, focus on specific achievements or challenges you’ve overcome. Highlight situations where you effectively managed inquiries and built relationships with clients. Be sure to emphasize your commitment to providing excellent customer support.

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How do you prioritize tasks when managing multiple inquiries?

When asked about prioritization, explain your approach to assessing urgency and importance. Discuss techniques like creating to-do lists, using task management tools, or setting deadlines to ensure timely responses without compromising quality.

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What strategies do you use to handle difficult customer interactions?

In your answer, provide specific strategies such as active listening, empathetic responses, and problem-solving techniques. Sharing an example of a challenging situation and how you resolved it can demonstrate your practical experience.

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How would you familiarize yourself with Quench's products quickly?

Mention that you would start by reviewing product documentation and utilizing internal resources such as training materials. You could also emphasize your proactive approach by reaching out to fellow team members for insights and sharing feedback from customers to gain deeper knowledge.

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Describe a time you provided excellent customer service.

Share a specific story that highlights your customer service skills. Emphasize the actions you took, the challenges you faced, and the positive outcome that resulted from your dedication to customer satisfaction.

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How do you ensure effective communication with both customers and internal teams?

Explain that you prioritize clear, concise communication and actively seek feedback. You can mention using communication tools effectively, keeping documentation organized, and maintaining regular updates with internal teams to ensure everyone is aligned.

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What do you think are the key qualities of a successful Consumables Specialist?

Key qualities include strong communication skills, adaptability, attention to detail, and a customer-centric attitude. Be sure to elaborate on why these traits are important, especially in a remote work environment.

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How would you contribute to a positive team atmosphere as a Consumables Specialist?

Discuss the importance of collaboration and offering support to colleagues. You can mention ways to build rapport and maintain a positive attitude, such as celebrating team successes and actively participating in team discussions.

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Can you explain how you would handle a high-volume workload?

Address your strategies for managing high workloads effectively, such as prioritizing tasks, using time management techniques, and staying organized. Sharing a personal experience can further illustrate your capability in such situations.

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What interests you about working at Quench as a Consumables Specialist?

Share your enthusiasm for Quench's commitment to customer service and sustainability. Explain how the company's values align with your personal and professional goals, making you excited to contribute to the team.

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Quench USA, Inc. offers bottle-free filtered water solutions for healthy and environmentally conscious consumers outside the home, through direct sales and independent dealers across North America. Our bottle-free water coolers, ice machines, spar...

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Full-time, remote
DATE POSTED
December 23, 2024

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