Customer Service Representative II

Trulite Glass & Aluminum Solutions • Dallas, NC

9d • $18 - $21

About The Position

The Customer Service Representative II (CSR II) is a mid-level customer service
professional who supports the organization by telephone, email, and fax. This
role is responsible for obtaining, analyzing, and verifying customer order
information accurately and efficiently while maintaining a high standard of
service and customer satisfaction. The CSR II proactively initiates corrective
actions, collaborates cross-functionally, and assists in identifying potential
sales opportunities. This position requires strong product knowledge,
problem-solving skills, and the ability to manage complex customer interactions
independently.

Requirements

• 2-5 years of customer service or relevant experience and High School Diploma or equivalent required.
• Must be able to multi-task, be organized, efficient, and accurate.
• Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Experienced user of Microsoft Office 365 suite.
• Listening skills and data collection with attention to detail are essential.
• Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Must pass criminal background check.

Nice To Haves

• Related glass and aluminum work experience preferred.

Responsibilities

• Answer customer service calls within defined Key Performance Indicators.
• Receives, prepares, and verifies the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders.
• Initiates required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicates changes to the appropriate departments.
• Assists in proofreading entered orders and ensures that the correct information is being applied prior to final confirmation.
• Collaborates with the scheduling/production department to make sure that the requested order(s) meet the customer’s expectations.
• Handles or refers complaints of product or service failure to the appropriate department for investigation.
• Conducts follow-up phone calls within 2 hours to respondents who have concerns or questions.
• Prepares price quotations on items contained in the price book creates quotations as required.
• Works with the sales, organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
• Answers customer’s technical questions regarding products and services.
• Attends regular customer service / branch meetings.
• Support and participate in the organization’s continuous improvement program and product training courses.Perform other related duties and provide back-up support to other group members as assigned by management.
• Training team members on processes, products and service value.
• Handle complex customer projects and issues.
• Manages daily customer back orders.
• Ensure correct warranties are distributed as requested.
• Adhering to AR processes to meet internal and customer requirements.
• Backup for processing of COD/CIA payments.
• Maintains appropriate working relationships with internal and external customers

Benefits

• Pay range: $18-$21/hr. depending on experience
• Weekly Pay
• Quarterly Incentive Compensation Bonus Plan based on company performance
• Quarterly safety bonus opportunities
• Benefits starting DAY ONE!
• Trulite offers the most comprehensive benefit coverage in the industry. Including immediate access to all health, dental, vision and life insurance for you and your family.
• Our commitment to you as a member of our team also includes both Long Term and Short-Term Disability coverage to help protect you financially.
• Because we value your financial health, we provide not only a comprehensive wellness initiative, but we also provide financial literacy, providing all employees with a comprehensive financial wellness program. This includes access to a percentage of your pay daily if needed and a progressive financial training program.
• Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until need. Employer match is also vested immediately at 100% improving your financial health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees