Commercial Customer Support (CCS)

Tri County Metals•Trenton, FL

1d•Remote

About The Position

The Commercial Customer Support Team Member will serve customers by email, text or on the phone at a remote location and will specialize in the service of Commercial Accounts. The CCS will play a fundamental role in achieving our ambitious commercial acquisition, retention, and revenue growth objectives. They must be friendly, knowledgeable, helpful, and detail oriented. As a Team Member at Tri County Metals Team Member Development, Growth, & Engagement. Teach and use 6E’s during every customer encounter. Follow the Vision Statement, Mission Statement, and Core values. Exemplify our core values “Do Your PART” in everything that you do. Teach “The TCM Way” by your attitude, your actions, and your words. Commit to the following Standard Operating Procedures and Team Member Handbook 100% of the time. Complete your required amount of monthly training. Follow the Team Member process by participating in monthly one-on-ones, quarterly touch-bases and annual assessments with their lead/leader of their team in which you collaborate to develop and execute a growth plan to “better their lives and increase their value to TCM.” Implement improved operating rhythm to drive employee engagement and development. Attend the Weekly Level 10 Team Meetings. Participate and receive the required amount of monthly training per Team Member. Expectations for your Role Compliance with efficiency standards for your Branch Location. Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance. Assist with the Accounts Receivables Aging Report. 100% Competency of our Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities. Follow 100% of the time for our On-Time Complete Process. Discount 100% of eligible Sales Orders following TCM Discounting Policy Innovate Customer Service Experience. Determine and understand commercial requirements and expectations to recommend specific products and solutions to their needs and desires. Accurately process commercial transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMAs. Provide solutions and/or alternatives to customers with issues; follow up to ensure resolution. Document customer interactions. Responsible for various assigned commercial accounts that are obligated to our CEX Department through contact organized by our BDM group. Safety and Engagement Follow all safety procedures, equipment manuals and all required safety measures for work in a warehouse environment. Maintain and clean your assigned equipment daily; forklift and workstation. Keep the work area clean, organized, and free of any obstructions. Report any tool/equipment issues to Team Lead. Ensure pre-operations inspections are being completed, and any issues are reported to Team Lead and Maintenance. Timely near miss and incident reporting. Ensure Team Member compete 100% OTC of assigned safety training. Engagement measurements Participation in toolbox conversations Number of safety observations reported through Bright Idea submissions Proper PPE is being used at all times. Number of issues addressed via the safety committee. Quickly report accidents and injuries following all safety and emergency procedures. Note all details surrounding these events and report to Team Lead. Drive Customer Service Improvements via operating rhythm, leadership and measurables. Up to $6 Million in Order Entry over the course of the year. 2 Quarter ramp up for new promotion. Score of 95% or greater on all 3 CSR Exams. 6 E’s > 80%, evaluated every rolling quarter. Order Accuracy Rate (OAR%>96%), evaluated every rolling quarter. On-Time Complete (OTC%>99%), evaluated every rolling quarter.

Requirements

Service Oriented - look for solutions to customers’ needs.
Understand business fundamentals.
Detail oriented and able to multitask.
Technical knowledge of roofing and company products.
Ability to communicate via email efficiently.
Prolonged periods of sitting at a desk and working on a computer.
Understanding and ability to use Microsoft Excel, Word, and PowerPoint.
Experience using, and scheduling Zoom calls, and presenting / screen sharing.
Effective listener, communicator, negotiator and excellent phone, text, and email skills.
Organized workflow, and able to generate reports upon request.
Able to use NetSuite for process flow, reporting, and researching customers and contractors.
Problem solver, critical thinker, able to handle multiple issues at a time.
Professional demeanor and good knowledge of computer software and hardware.
Must be able to lift 15 pounds unassisted.
High school diploma or equivalent.
Minimum of 1 year of service as a CSR 2 (exceptions can be made on case-by-case scenario).

Responsibilities

Serve customers by email, text or on the phone at a remote location, specializing in Commercial Accounts.
Achieve commercial acquisition, retention, and revenue growth objectives.
Teach and use 6E’s during every customer encounter.
Follow the Vision Statement, Mission Statement, and Core values.
Exemplify core values “Do Your PART”.
Teach “The TCM Way” by attitude, actions, and words.
Commit to Standard Operating Procedures and Team Member Handbook 100% of the time.
Complete required monthly training.
Participate in monthly one-on-ones, quarterly touch-bases and annual assessments with their lead/leader to develop and execute a growth plan.
Implement improved operating rhythm to drive employee engagement and development.
Attend Weekly Level 10 Team Meetings.
Comply with efficiency standards for Branch Location.
Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance.
Assist with the Accounts Receivables Aging Report.
Demonstrate 100% Competency of Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities.
Follow 100% of the time for the On-Time Complete Process.
Discount 100% of eligible Sales Orders following TCM Discounting Policy.
Determine and understand commercial requirements and expectations to recommend specific products and solutions.
Accurately process commercial transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMAs.
Provide solutions and/or alternatives to customers with issues and follow up to ensure resolution.
Document customer interactions.
Manage assigned commercial accounts obligated to the CEX Department.
Follow all safety procedures, equipment manuals and required safety measures.
Maintain and clean assigned equipment daily (forklift and workstation).
Keep the work area clean, organized, and free of obstructions.
Report any tool/equipment issues to Team Lead.
Ensure pre-operations inspections are completed and any issues are reported to Team Lead and Maintenance.
Timely near miss and incident reporting.
Complete 100% OTC of assigned safety training.
Participate in toolbox conversations.
Report safety observations through Bright Idea submissions.
Ensure Proper PPE is used at all times.
Address issues via the safety committee.
Quickly report accidents and injuries following all safety and emergency procedures.
Note all details surrounding events and report to Team Lead.
Drive Customer Service Improvements via operating rhythm, leadership and measurables.
Achieve up to $6 Million in Order Entry over the course of the year.
Achieve a score of 95% or greater on all 3 CSR Exams.
Achieve 6 E’s > 80%, evaluated every rolling quarter.
Achieve Order Accuracy Rate (OAR%>96%), evaluated every rolling quarter.
Achieve On-Time Complete (OTC%>99%), evaluated every rolling quarter.