Customer Service Representative

4 weeks ago


Cuyahoga Falls, Ohio, United States Alside Full time

Job Summary: We are seeking a highly skilled Customer Service Representative to join our team at Alside. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our customers in the East region.

Key Responsibilities:

  • Maintain accurate and detailed customer account information and keep each respective Territory Sales Manager knowledgeable of all activities associated with each customer account.
  • Assist in customer onboarding, including initial outreach and process review, and walk new customers through our business processes.
  • Investigate issues and prepare/process credit memos, debit memos, and return material authorizations as needed to resolve customer issues in a timely manner.
  • Provide current pricing information as needed and offer product technical information to respond to customer technical inquiries and recommend alternative materials or products.
  • Proactively build customer relationships through outbound check-in calls and maintain accurate and current product offering and lead time information.
  • Notify customers and sales representatives of potential missed shipments and revised dates well in advance of missing the original promise date.
  • Monitor orders that are not progressing through the process smoothly and intervene as necessary to ensure maximum customer satisfaction.

Requirements:

  • 3+ years of customer service experience required.
  • Must be hardworking and energetic with the ability to handle a large volume of calls.
  • Deadline and detail-oriented.
  • Strong communication and follow-through skills.
  • Professional phone and email etiquette.
  • Ability to react well under pressure.
  • Must be dependable, with a strong sense of urgency.
  • Demonstrate the Associated Materials Core Behaviors: Customer Focus, Results Oriented, Leader of Positive Change, Precision, Business Acumen, Problem Solving, Initiative, Effective Communicator, and Job Knowledge.
  • Have a good working knowledge of Sales Force and AS400 is a plus.


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