Customer Service Specialist

Tremco Construction Products Group•Beachwood, OH

17d•$48,000 - $54,000•Hybrid

About The Position

BUILD YOUR FUTURE WHILE YOU HELP BUILD A BETTER WORLD! About Us Tremco CPG is an aggressive, growth-oriented company with revenues of over $1 billion. We are a world leader in solving complex waterproofing and roofing problems for our commercial, institutional, and industrial customers. If you’re looking for a place to build a career, with great benefits, advancement opportunities, technology, people and a commitment to a sustainable future, you’ve found it with us. Tremco is currently hiring a CUSTOMER SERVICE SPECIALIST. This position is intended as a hybrid position, working par of each week on campus, and partially remote. GENERAL PURPOSE OF THE JOB: The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

Requirements

High school diploma or general education degree (GED)
A minimum of 2 years of customer service experience, preferably in a high-volume call center environment.
Must be able to clearly communicate verbally and in written form in a professional manner.
Strong proficiency with Microsoft Office applications required.

Nice To Haves

Understanding of Lean Management Principles is an asset.
SAP Preferred

Responsibilities

Respond to customer calls, emails, and faxed requests.
Handle large volumes of calls, emails, and faxes.
Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.)
Accurately key orders into the system.
Check stock availability to confirm orders.
Make special requests such as color matching, special sales order process or (ERP) orders.
Ensure all orders are shipped and invoiced promptly and accurately.
Keep customer and/or sales representatives advised of anticipated ship dates and any delays regarding orders.
Be proactive in communicating changes to orders.
Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
Follow ISO required procedures as related to the customer service function.
Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
Suggest potential alternatives/solutions to customer concerns.
Supply MSDS upon request and as required.
Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).