Associate II, Customer and Branch Operations
About The Position
Controlled Products Systems Group (CPSG), an affiliate of Chamberlain Group, is a distributor of access control and perimeter security products for professional dealers and installers in residential, commercial, and industrial markets. The Associate II, Customer and Branch Operations role supports customers and branch operations through order entry and follow-up, customer service, claims and inquiries, inventory assistance, and in-person support for will-call customers. The position requires regular and predictable on-site attendance and the ability to work the assigned shift or schedule, as well as additional hours as needed. The role includes operating a forklift and other branch equipment as required, and meeting physical demands such as lifting up to 50 pounds and pushing or pulling up to 100 pounds.
Requirements
- High school diploma or GED.
- At least 2 years of customer care experience in a manufacturing or distribution environment.
- Excellent communication, organization, and problem-solving skills.
- Strong computer skills.
- Ability to lift up to 50 pounds and push or pull up to 100 pounds.
- Ability to stand, walk, and sit.
- Ability to use hands and fingers to handle or feel.
- Ability to climb or balance.
- Ability to stoop, kneel, bend, crouch, or crawl.
- Ability to reach with hands and arms.
- Ability to talk or hear.
- Regular and predictable on-site attendance and ability to work the assigned shift or schedule, with additional hours as needed.
Nice To Haves
- Some college or equivalent experience.
- Proficiency in Spanish.
Responsibilities
- Maintain frequent daily telephone contact with internal and external customers regarding product information, needs, and availability.
- Enter and expedite orders according to established processes and procedures, and respond to customer requests to provide a high level of service.
- Follow up with customers regarding open-order status and shipping information.
- Use CRM solutions to initiate and process customer cases and create and maintain reports.
- Initiate and process customer claims and disputes.
- Distribute customer email inquiries to appropriate branch personnel.
- Complete assigned work using standard work and policies to support safety and quality, including maintaining a clean and safe working environment.
- Assist with branch inventory tracking, maintenance, and restocking.
- Meet and greet will-call customers and ensure their orders are completed promptly.
- Review dealer web orders for special handling needs related to inventory, location, or shipping instructions.
- Operate a forklift and other branch equipment as required.
- Comply with health and safety guidelines and rules.
- Keep confidential information protected.
- Maintain professional and technical knowledge through educational workshops, professional publications, personal networks, and participation in professional societies.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- 401k contribution, subject to eligibility requirements.
- Eligibility to participate in a short-term incentive plan, subject to applicable plan terms and policies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
