Custom Service Associate (Temporary Position)

About Bobrick

Headquartered in North Hollywood, CA, Bobrick is a global leader in stainless steel commercial washroom accessories with more than 100 years of innovation. Founded in 1906, Bobrick pioneered the worlds first lavatory-mounted soap dispenser and has grown into a mid-sized, privately owned enterprise with trusted brands like Koala Kare. Today, Bobrick operates eight manufacturing facilities across the U.S., Canada, the U.K., and India, serving customers in over 125 countries worldwide.

Job Summary

As a Customer Service Associate, youll be the primary point of contact for our direct sales partners including distributors, manufacturers representatives, architects, and end users. In this role, youll process orders for Bobrick washroom accessories and partitions, respond to customer inquiries via phone and email, and collaborate with teams across the organization to ensure orders are completed accurately and on time. Your attention to detail, communication skills, and commitment to providing a positive customer experience will play a key role in supporting our customers and contributing to Bobricks continued success.

This role is intended as a temporary assignment (8 - 12 months) with potential for full-time employment.

Essential Duties and Responsibilities

• Deliver consistent, high-quality customer service in collaboration with the Customer Service team.
• Support Customer Service vision, mission, and strategic initiatives.
• Respond to distributors, manufacturers representatives, architects, and end users via phone, email, and fax to process orders, provide technical support, and resolve customer issues.
• Manage customer inquiries related to order status, pricing, availability, shipment tracking, order changes, returns, installation, and technical support.
• Meet department standards for accuracy, responsiveness, and productivity.
• Develop and maintain knowledge of Bobrick accessories, partitions, and replacement parts.
• Utilize department resources, including Bobrick.com, to answer product and installation questions.
• Process purchase orders and enter customer orders, including quoted orders, into the ERP system.
• Partner with Sales, Credit, Shipping, Production Control, Purchasing, and manufacturers representatives to resolve order and shipment issues.
• Investigate shipping issues and coordinate with the Transportation team on carrier claims.
• Process no-charge replacement and warranty part orders for lost or damaged shipments.
• Coordinate order schedule changes with internal departments and communicate updates to customers and representatives.
• Evaluate customer issues, determine appropriate solutions, and document actions according to company procedures.
• Recommend process improvements that enhance department efficiency and customer service.
• Participate in the departments employee development and training program.

Qualifications

• Associate degree or equivalent technical education with 3+ years of customer service or retail sales experience; 5+ years of related experience may be considered in lieu of a degree. Bachelors degree preferred.

• Experience with AutoCAD, Nitro, Visio, or similar software is highly preferred.

• Strong customer service, interpersonal, and communication skills.

• Excellent attention to detail, organization, and follow-through.

• Accurate data entry skills and ERP/order management experience.

• Ability to manage multiple priorities and meet changing customer deadlines in a fast-paced environment.

• Strong technical aptitude with the ability to interpret specifications, blueprints, plans, submittals, and installation documents.

• Excellent critical thinking and problem-solving skills with a customer-focused approach.

• Ability to quickly locate and apply information from catalogs, procedures, and online resources.

• Willingness to learn, accept feedback, and continuously develop.

• Working knowledge of commercial drafting standards and ADA requirements.

• Ability to interpret sketches, notes, and architectural drawings and create installation drawings with minimal supervision.

• Strong math skills, including working with fractions, and exceptional accuracy.

Technical Qualifications

• Working knowledge of Microsoft Office 365, Zendesk, Dialpad, Adobe Acrobat Pro, Nitro, and Visio.
• Ability to use OCR software to convert scanned documents into editable files.
• Proficient in creating, editing, converting, and combining Microsoft Office and PDF documents, including eSignature functionality.
• Ability to read and interpret engineering drawings, floor plans, layouts, and technical diagrams.
• Typing speed of 40+ words per minute.

Location: 6901 Tujunga Ave. North Hollywood, CA 91605, USA

Schedule: Monday - Friday, 8:00am-5:00pm (overtime as needed)

Pay: $30.00 / hour

Benefits:

• Medical/Dental/Vision

• 401(k) Retirement Plan

• Life and AD&D

• Long- and Short-Term Disability Insurance

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Paid time off for vacation, sick and personal days

• Parental Leave

• Educational Assistance Program

• Employee Assistance Program

• Pet Insurance

Why Join Bobrick?

Youll find the stability of a long-established company with the growth opportunities of a trusted industry leader. We offer an inclusive culture, competitive benefits, and the chance to contribute to sustainable solutions that make a difference worldwide. Join us to grow your skills and contribute to a company built on innovation, integrity, and sustainability. Together, we're shaping the future of washroom design, one project at a time.

• Legacy & Leadership - 100+ years as a global washroom solutions leader
• Purpose-Driven Impact - Products that improve hygiene, accessibility, and sustainability worldwide.
• Growth Opportunities - Training, mentorship, and career advancement.
• Inclusive Culture - Collaborative, respectful, and diverse workplace.
• Sustainability Commitment - Supporting green building and environmental stewardship.
• Global Stability - Privately held, established brand with global presence.

Bobrick's Culture: We view our culture as a competitive advantage and a foundation for continued success. Our positive and supportive culture encourages our people to do their best work every day. Bobrick respects work-life balance, has a strong commitment to employee development and attributes its success to five core values and their alignment with its employees, suppliers, sales representatives, distributors and other channel partners. We are dedicated to:

• Do the right thing: Conduct all aspects of business honestly, ethically, and responsibly.
• Offer the best value: Provide products and services which best meet each customers needs.
• Treat everyone with dignity and respect. Embrace all backgrounds and experiences, promote equity, and be inclusive. Help each employee develop and achieve their potential.
• Foster a fearless and trusting culture.
• Continuously improve everything we do.