Sr. Customer Support Specialist

Associated Materials, LLC•Cuyahoga Falls, OH

About The Position

The Senior Customer Support Specialist serves as a dedicated Single Point of Contact (SPOC) and strategic partner for assigned customers. This role is designed to build long-term strategic relationships built on trust, results, and proactive partnership rather than reactive firefighting. The Senior Customer Support Specialist will own the complete customer experience from onboarding through complex issue resolution, serving as the essential bridge between what our customers need and what we deliver. You don't just manage accounts, you become a trusted advisor who understands the specific business context of your assigned customers, anticipates challenges before they escalate, and accelerates solutions through seamless cross-functional coordination. This role requires a strategic mindset, exceptional problem-solving skills, and the ability to operate with executive-level professionalism while managing high-impact, time-sensitive situations.

Requirements

3-5+ years of customer service, account management, or customer-facing operations experience required
Salesforce CRM experience required (case management, account updates, reporting)
Manufacturing, distribution, or building materials industry experience strongly preferred
Experience supporting high-value accounts, executive stakeholders, or managing complex multi-stakeholder relationships is highly desirable
Background in a SPOC, account coordinator, customer success operations, or dedicated support role is a plus
Experience navigating cross-functional environments and coordinating solutions across multiple departments
Proactive, self-driven, and able to work independently with minimal supervision
Exceptional analytical and troubleshooting skills with the ability to diagnose root causes quickly
Professional, clear, and confident communicator across phone, email, and in-person channels
Ability to translate technical information for varied audiences (from plant operations to executive leadership)
Skilled at de-escalating tense situations and managing difficult conversations with empathy and professionalism
Meticulous with documentation, follow-up, case management, and system accuracy
Strong attention to detail in high-volume, fast-paced environments
Excellent time management and ability to balance competing priorities
Strong sense of urgency and ability to respond quickly to time-sensitive, high-impact situations
Builds strong working relationships with cross-functional partners (Plants, Quality, Logistics, Finance, Customer Service, Warranty)
AS400 or ERP system experience strongly preferred
Strong Microsoft Office skills (Excel for data analysis, Word, Outlook)

Responsibilities

Walk customers through "How to do business with Associated Materials," including ordering systems, support resources, communication protocols, and escalation paths
Conduct regular proactive outbound check-in calls to anticipate needs, identify potential risks, and strengthen relationships
Take full ownership of customer issues from initial contact through complete resolution, coordinating across Plants, Customer Service, Quality, Logistics, Finance, and Warranty teams to break down silos and accelerate solutions
Triage and resolve issues independently when possible, or coordinate cross-functional resources for complex, multi-department challenges
Using exception reports and system monitoring tools, proactively notifying customers and Territory Sales Managers of potential missed shipments, revised dates, or operational disruptions - intervening before customers are impacted
Investigate root causes of issues, prepare and process credit memos, debit memos, and return material authorizations (RMAs) accurately and efficiently
Maintain current and accurate knowledge of product offerings, lead times, pricing, and supply chain developments that impact customer operations
Provide product technical information to respond to customer inquiries and recommend alternative materials or solutions
Route sophisticated technical inquiries to qualified divisional personnel while maintaining ownership of communication back to the customer
Identify and communicate process gaps, system disconnects, and workflow breakdowns that impact customer experience
Serve as a liaison translating customer needs into actionable requests for internal stakeholders
Capture and systematically share relevant customer feedback with internal teams to drive product and process enhancements
Evaluate current customer support processes, identify inefficiencies, and recommend data-driven improvements
Contribute frontline insights to operational improvement initiatives and strategic planning
May occasionally visit customer locations to strengthen relationships, conduct process reviews, or resolve complex issues