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Customer Service Representative

4 months ago

Elgin, United States Oldcastle BuildingEnvelope Full time
Who we are:

C.R. Laurence Co., Inc. (CRL) is the leading full-service provider of architectural metals, glass fittings and professional-grade glazing supplies. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

We operate our business to the highest standards of design, quality and customer service. The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, interior design, and automotive. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers.

About the Position:

Entry level position.

The Customer Service Rep in our Will Call Department provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products, the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast passed environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.

Responsibilities include, but are not limited to:

  • Maintain broad knowledge of clients, products and services.
  • Document customer interactions and transactions
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Accurately process over-the-counter, phoned, faxed and e-mailed orders accurately and in a timely manner
  • Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.)
  • Answer multi-line telephone in a professional manner
  • Face to face customers interactions
  • Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.
  • Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Go the extra mile to engage customers, adapt and respond to different types of customer requirements or requests
  • Customer database management - Maintain records of customer interactions, process customer accounts and file documents
  • Other duties as assigned
Qualification Requirements:
  • 1 year of office support experience in a customer service role
  • High School diploma or equivalent
  • Ability to work in a fast-paced, team environment
  • Organized and able to keep others organized with ability to prioritize effectively
  • Must be able to communicate effectively and conduct yourself professionally, with excellent written and verbal communications
  • Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
  • Utilizes strong time management and organizational skills to successfully multi-task
  • Maintain business poise and professionalism under stressful situations
  • Handle difficult situations and dissatisfied customers in a calm and professional manner.
  • Able to read and perform simple mathematical calculations
  • Bilingual preferred
What CRL Offers You
  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


We are excited to be an Equal Opportunity Employer at C.R. Laurence. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels.

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.