Customer Service Representative

3 weeks ago

Macedonia, United States TopBuild Full time
About Your Future with Service Partners

Are you looking for a career with an industry leader that drives the future of energy-efficient insulation and building material products? Is being part of a company that is recognized as a "Great Place to Work" of value to you? Look no further At Service Partners, you will be part of a diverse and inclusive team that reflects our values of integrity and innovation by delivering solutions that make a difference in the communities we serve. Here, you are part of a company that rewards your contributions and encourages you to take ownership of your career.

Job Description

In this highly visible role, you are responsible for supporting a world-class customer experience by being a passionate advocate for our customers, both internal and external. You are responsible for ensuring our custom products are delivered according to our customers' preferences, needs and schedule. You work in partnership with sales, production, finance and the entire supply chain team to manage the progress of orders through the organization. Working with the customer experience manager, you will set and deliver customer expectations throughout the organization.

A successful Customer Service Specialist is well organized, has strong written and verbal communication skills and works well in an environment where priorities can change on a regular basis. Collaborating with internal partners will be paramount in achieving our customer experience objectives. Silvercote is a provider and producer of custom insulation solutions. This is an hourly position.

Your Responsibilities

In this role, you will serve as the key customer contact for our branch, providing order support and product information for our customers. If you are a resourceful team player, with a positive, professional attitude, then we want you to join our team working closely with Outside Sales Reps, Production Personnel, Insides Sales, Credit and Delivery to support the order fulfillment process.
  • Ability to maintain a positive rapport with customers, providing world class service.
  • Exemplary customer service skills, analytics and problem- solving skills.
  • Proficient computer skills to process and review dealer orders, requests and system generated acknowledgements.
  • Any other duty, task, or responsibilities as assigned.
Essential Functions

Customer Support
  • Daily outgoing calls to external customers to schedule, confirm, and re-confirm delivery dates, as well as confirming addresses, contact information and delivery requirements
  • Handle customer complaints and concerns in a professional and timely manner, i.e. follow up on shipping errors, shortages etc. and referring shipping problems to transportation function
  • Enter claims/complaints and communicate those issues to the sales team respectively; ensuring customer concerns are quickly addressed
  • Use tact and diplomacy to navigate difficult situations and turn them into opportunities for superior customer service
Order Management
  • Plan production schedules, monitor inventories, track progress of production, and review factors which affect schedules
  • Manage starts and releases; date changes; order splitting; shortages and respond quickly to changes in the production schedule
  • Manage the capacities of multiple production facilities ensuring orders are coming from the most cost advantaged location based on the needs of the customers
  • Identify shipping requirements as it relates to transportation equipment and delivery areas
  • Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and sales team
  • Maintain a working knowledge of customers, services and products
Logistics
  • Ability to route and dispatch daily
  • Manage BOL/POD
  • Management Trailers
Production
  • Print and Package Daily Production Documents
  • Ability to Complete Kitting
  • Ability to Ship Confirm
Internal Customer Partnerships
  • Review and discuss with production branch managers: capacity, inventory, scheduling and challenges
  • Collaborate with other members of the customer service team, regarding order management needs and balancing branch capacities across the network
  • Collaborate daily with sales, finance, production and the supply chain team to ensure product and carrier availability can meet customers' needs
Internal Branch Support
  • Collaborates with Regional Operations Managers (ROM) to understand branch capacity and resolve possible issues
  • Knowledge of branch functions related to CSS, Production Lead, Production Manager, Branch Manager
  • Ability to function as interim within a facility when necessary for functions above
  • Provide adequate training to employees within branch functions when necessary.
Your Qualifications
  • Minimum of 18 years of age.
  • Supply chain experience a plus
  • If operating a Company Vehicle, a valid driver's license will be required.
  • 1 - 2 years of experience in a customer service role. 3 - 5 preferred.
  • Ability to perform basic math calculations.
  • Personable, enthusiastic and engaging personality.
  • Excellent communication skills, both verbal and written.
  • Ability to complete tasks in a detailed manner, ensuring accuracy in all work before it's completed
  • Ability to make informed decisions with a sense of urgency
  • Ability to handle multiple projects under limited supervision
  • Strong soft skills with the ability of providing superior customer service
  • Data entry and computer skills in MS Windows environment; Proficient in Excel
  • Ability to work well in a team environment
Travel Requirements

Type of Travel Required: Local

Amount of Travel Required:

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