Customer Service Representative

Associated Materials, LLC•Cuyahoga Falls, OH

10d•Onsite

About The Position

Founded in 1947, Alside is a leading manufacturer and distributor of exterior building products for residential and commercial remodeling and new construction markets. The Customer Service Representative serves as the end point of contact for customers and is responsible for seeing that customer issues are resolved to completion. The Customer Service Representative serves as the customer advocate and has a passion for meeting and exceeding our customer's expectations. Through the use of excellent communication and by building a reputation for following through on commitments, this role plays a very important part in the success of our customers and of Associated Materials.

Requirements

3+ years customer service experience required.
Must be hardworking and energetic with the ability to handle a large volume of calls
Deadline & detail oriented.
Strong communication and follow through skills.
Professional phone and email etiquette
Ability to react well under pressure
Must be dependable, with a strong sense of urgency
Demonstrate the Associated Materials Core Behaviors: Customer Focus, Results Oriented, Leader of Positive Change, Precision, Business Acumen, Problem Solving, Initiative, Effective communicator, Job Knowledge

Nice To Haves

Have a good working knowledge of Sales Force and AS400 is a plus.

Responsibilities

Maintain accurate and detailed customer account information and keep each respective Territory Sales Manager knowledgeable of all activities associated with each customer account.
Assist in Customer onboarding; through initial reach out and process review. Walk new customers through "How we do business"
Investigates issues and prepares/processes credit memos, debit memos, and return material authorizations as needed to resolve customer issues in a timely manner.
Provide current pricing information as needed.
Provide product technical information as required to respond to customer technical inquiries and to recommend alternative materials or products. Refer customer to appropriate qualified divisional personnel in response to sophisticated customer technical inquiries.
Proactively build customer relationships through outbound check-in calls.
Maintain accurate and current product offering and lead time information.
Notify customers and sales representatives of potential missed shipments and revised dates well in advance of missing the original promise date.
Using routine exception reports, monitor orders that are not progressing through the process smoothly and intervene as necessary to ensure maximum customer satisfaction.
Learn each function of the department, as applicable.