Customer Service Representative

21 hours ago

Fife Lake, Michigan, United States Oldcastle BuildingEnvelope Full time
Job Summary

Serves customers by providing product and service information, resolving product and service problems, and processing orders.

Key Responsibilities:

  • Maintain a broad knowledge of client products and services.
  • Utilize company software to assist customers with door build drawings and standard and custom hardware selection.
  • Keep records of customer interactions and transactions.
  • Listen attentively to customer needs and concerns; demonstrate empathy.
  • Accurately take phone orders.
  • Data entry of faxed, emailed, and phone-in orders for production.
  • Assist customers with pricing requests using company software.
  • Coordinate between sales and production to meet customer deadlines.
  • Notify customers of expected delivery date and time.
  • Resolve product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution.
  • Assist sales staff with expediting orders and communications with the production floor.
  • Assist in filing and communicating with other departments with reconciling paperwork.
  • Answer the telephone and direct callers to appropriate departments.
  • Greet customers in a courteous, friendly, and professional manner.
  • Regular and predictable attendance, safely perform tasks, and adherence to all safety policies and procedures are essential functions of the job.
Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the job.

Skills, Knowledge, and Ability Requirements:

  • A minimum of 1-year previous customer service experience in residential or commercial industry or 5 years' experience working with aluminum storefront in either shipping and/or fabrication of aluminum storefront.
  • Strong organizational and listening skills.
  • Ability to work independently and prioritize work with deadlines.
  • 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 a must and typing of numbers with accuracy.
  • Previous customer service experience in architectural glazing systems industry preferred.
Equipment and Safety

This position requires the use of personal desktop computers, fax machines, copy machines, calculators, writing instruments, telephones, and various printers. Issued safety equipment is also required.

Safety Considerations:

  • This position is a largely sedentary; however, caution needs to be taken when lifting files, boxes, opening file cabinet drawers.
  • To avoid injuries to hands, back, and neck, proper ergonomics should be maintained while working at a desk/workstation.

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