Customer Service Representative

Tremco Construction Products Group•Mocksville, NC

About The Position

Position Overview Provide outstanding customer service to internal and external stakeholders by ensuring smooth coordination throughout the order-to-invoice process. Serve as a brand ambassador for all product lines offered by Finishworks by delivering a high standard of professionalism and support.

Requirements

Strong written and verbal communication skills.
Effective problem-solving abilities to resolve issues efficiently.
Active listening skills to address customer needs and concerns.
Comprehensive knowledge of company products and services or the ability to learn quickly.
Ability to foster positive interactions with team members and customers, even in challenging situations.
Optimistic mindset with a focus on achieving positive outcomes.
Flexibility to adapt communication styles as needed.
Familiarity with ERP and CRM systems; experience with MS Dynamics Finance & Operations and/or HubSpot is a plus.
High school diploma or equivalent.
Prioritize and complete tasks as assigned with a proactive approach to responsibilities.
Perform duties with discretion and maintain confidentiality, particularly with employee-related information.
Primarily desk work involving extended periods of sitting.
Occasional walking within the facility and light lifting (up to 20 lbs).
Regular use of hands for typing, handling objects, and reaching with arms.
Office setting with controlled air temperatures.
Periodic exposure to shipping, receiving, and production areas, which may have regulated heating but minimal air conditioning.
Light exposure to airborne chemicals within production environments.

Nice To Haves

Previous experience in customer service or a related field is preferred but not required; training will be provided for candidates with transferable skills.
Familiarity with ERP and CRM systems; experience with MS Dynamics Finance & Operations and/or HubSpot is a plus.

Responsibilities

Greet customers and sales representatives courteously and professionally via phone, email, and in person.
Provide accurate information about products, services, and company policies.
Resolve customer issues, including complaints, returns, and other concerns.
Initiate workflows for new paint match requests from customers.
Maintain detailed records of customer interactions and transactions.
Create and manage customer accounts, collaborating with Accounts Receivable and Credit to establish payment terms.
Process orders (phone, email, or in person) with accurate pricing and details.
Troubleshoot common issues and suggest solutions.
Handle payments received from customers and sales representatives.
Collaborate with local and regional Operations and Customer Service teams to ensure timely and complete order processing.
Identify opportunities to increase sales by recommending alternative or complementary products and services.
Maintain active communication with customers to resolve issues promptly and keep them informed.
Collect customer feedback to improve the overall experience.