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Customer Service Representative III
2 months ago
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: The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, the CSR resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL. Responsibilities include, but are not limited to: All duties associated with CSR I & II Core Products Develop and expand the relationships with Automotive Account Clients. Resolve Automotive Account Clients issues and concerns. Acquire a thorough understanding of Automotive Account Client needs and requirements Personalize experiences for Automotive Account by understanding their team, products, goals, competitors, and market. Maintain an accurate and updated database of client information. Work with other departments to maximize profit and bring the highest service quality. Work closely with the Automotive Account management to ensure all daily tasks are completed. Stay current on company products and services. Document customer interactions and transactions in ERP consistently. Prioritize issue resolution such as PR191, Q1's, Q2's, Q3, shipment schedules and delays, etc. Maintain broad knowledge of products offered to Automotive Account Clients. Collaborate with internal teams on client needs and factors that contribute to client satisfaction Acquire knowledge of, and proficiency with, Automotive account business portals. Maintain an acceptable supplier performance scorecard Manage requests with use of. Automotive accounts B2B portals Catalogs for product verification. Product lines represented by CR Laurence cross sell, value engineer, and exhaust all CRL options to keep order in-house. Exercise discretion and independent judgment during the business process: Qualifying Quoting Closing Converting (Project Managing) Effectively maintain communication with CRL customers during all business process stages. Cross sell, value engineer, and exhaust all CRL options to keep order inhouse. Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails. Share industry knowledge, understanding, experiences and problem-solving abilities to Premier Account. Adhere to all safety policies and procedures are essential functions of the job. Project manage orders to align our customers critical path with promise date and deliver on the promise Serve as an ambassador (customer advocate) between Automotive Account and CRL Provide expert technical support and solutions Represent CRL with pride and provide customers with exceptional experiences every customer every time. Other duties as assigned Qualification Requirements: A minimum of 1-year previous customer service experience; glass industry preferred High School Diploma or equivalent; Associates Degree preferred Strong organizational and listening skills Ability to work overtime if required Ability to work independently and prioritize work with deadlines Ability to work in a fast paced, team environment to meet required deadlines Utilizes strong time management and organizational skills to successfully multi-task Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications Able to read and perform mathematical calculations, and write measurements in number fractions at a high school education level Ability to read, interpret and understand drawings and specifications Computer experience necessary and typing of numbers with accuracy 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 Hourly: $24-28 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.
