Customer Support Specialist

Tremco Construction Products Group•Richmond, MO

About The Position

This role involves working with customers and internal departments to facilitate order processing, shipment coordination, and resolution of customer requests. The specialist will serve as the primary point of contact for assigned customer accounts, building and maintaining strong customer relationships through professional and responsive communication. Responsibilities include managing and processing customer orders, coordinating shipments, generating invoices, monitoring accounts receivable, and analyzing customer performance and activity. The role also involves intake of customer issues and quality complaints, front office support, and administrative tasks such as ordering office supplies. Additional responsibilities include participating in safety and compliance training, reporting safety incidents, supporting team members, and providing backup and overtime support as needed. The position requires self-direction and the ability to handle diverse and changing priorities.

Requirements

High School Diploma
5 years’ experience in an office environment
Relevant experience as described
Ability to listen and interpret customer needs.
Knowledge of commonly used concepts, practices, and procedures within the manufacturing industry.
Demonstrated comprehensive knowledge of office and facilities coordination and basic leadership and management knowledge.
Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities.
Ability to perform effectively without supervision and within established time limits and ongoing deadlines.
Ability to interact and communicate effectively and professionally verbally and in writing, and to provide exceptional service internally and externally.
Demonstrated ability to problem solve and execute job related tasks and project responsibilities independently, exercising judgment in the areas of customer relations, shipping logistics and handling of materials.
Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
Relevant computer skills including knowledge and experience with Microsoft Office applications.
Displays adaptability in learning the use of relevant software and displays comprehension of fundamental computer practices and database management.
Outstanding interpersonal relationship building and employee coaching and development skills.

Nice To Haves

Experience using LN preferred.

Responsibilities

Serve as primary point of contact for assigned customer accounts.
Maintain professional and responsive communication with customers.
Build and maintain strong customer relationships.
Enter and maintain all customer orders accurately.
Verify pricing, quantities, and delivery timelines.
Monitor order status and ensure timely completion.
Enter all sample requests and monitor for timely shipments.
Schedule pickups and coordinate shipments with warehouse personnel.
Prepare and verify shipping documentation for accuracy and compliance.
Communicate shipment details with customers.
Monitor outbound shipments for correct shipping documents, placards and necessary paperwork.
Generate invoices for all completed orders.
Monitor assigned customer accounts for past-due balances.
Perform basic follow-up and notify management of outstanding issues.
Review customer order trends compared to prior periods.
Identify inactive or declining accounts.
Conduct proactive outreach to maintain engagement and identify opportunities.
Serve as initial point of contact for customer concerns or product issues.
Gather detailed and structured information using standard intake procedures.
Document and escalate issues appropriately to management.
Answer incoming calls and direct inquiries appropriately.
Greet and assist visitors as needed.
Maintain a professional front-office presence.
Open, stamp and distribute mail daily.
Order office and facility supplies as assigned.
Enter requisitions for non-inventory purchases as required.
Participate in required safety and compliance training.
Suggest improvements for safety and compliance.
Promptly report any safety incidents and participate in incident investigations.
Support team members and provide cross-functional assistance as needed.
Act in a stewardship capacity for the Company, work as a functional member of the team, can self-direct and self-regulate workday.
Provides backup, on-call and overtime support as needed in the evenings and other required times as designated by management.
Handle the transfer of duties as required, whether permanent or in case of absence.
Other duties as assigned by management.