Customer Service and Support Representative - Exterior Building Products

Associated Materials•North Kansas City, MO

About The Position

The Service & Support Representative delivers high-quality customer service while supporting customer engagement and business objectives. The role is a primary point of contact for customers, managing orders, resolving issues, and providing product guidance. It also supports outreach and business development by making outbound calls to pool accounts—accounts that are inactive or unassigned—to generate revenue and expand the Supply Center’s customer base. The position requires developing product, service, and delivery knowledge; accurately entering orders and documenting them; and responding to customer needs in a timely, thorough manner. The representative builds customer relationships, uses consultative communication to identify needs and recommend appropriate solutions, and supports Supply Center goals for service, safety, and operational excellence. The role follows company policies and safety procedures and performs additional duties assigned by the Branch Manager.

Requirements

High school diploma or GED.
Two to five years of experience in a retail, wholesale, or customer-facing environment, with demonstrated success working with customers.
Strong customer service and interpersonal skills.
Ability to multitask and prioritize in a fast-paced environment.
Organized and detail-oriented, with effective time-management skills.
Professional, composed, and service-oriented under pressure.
Clear written, verbal, and listening communication skills.
Comfort engaging customers by phone.
Self-motivated with a positive attitude.
Ability to learn and adapt to new technology and systems.

Nice To Haves

College degree preferred.
Experience with a CRM, preferably Salesforce.
Experience with Microsoft Excel, Office, and Outlook.
General knowledge of the building materials industry.

Responsibilities

Deliver a consistent, high-quality customer service experience.
Respond to customer needs accurately, thoroughly, and in a timely manner.
Develop and maintain working knowledge of products, services, and delivery capabilities.
Accurately enter customer orders and ensure proper documentation.
Handle and resolve customer questions, concerns, and issues professionally.
Support customer engagement initiatives through outbound calls to pool accounts, as needed.
Use consultative communication to identify customer needs and recommend appropriate products or solutions when applicable.
Establish, develop, and maintain positive customer relationships.
Work safely and comply with company safety policies and procedures.
Support Supply Center goals related to customer service, safety, and operational excellence.
Follow company policies and procedures.
Perform additional duties assigned by the Branch Manager, including outbound pool-account sales calls to generate new Supply Center business.