Customer Service Specialist

Tremco Construction Products Group brings together Tremco CPG Inc.’s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc. Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.

General Purpose of the job:

Briefly describe the job's primary purpose or contribution to the department or the organization.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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, rate quotes, shipping information, samples, etc.)

• Accurately key orders and set up new customers into the system.

• Check stock availability to confirm orders.

• Handle special requests such as color matching and custom size orders.

• Responsible for all aspects of logging orders, routing, shipping, ad tracking of outbound orders; works with transporters for freight pick-up and ensures that deliveries are routed appropriately.

• Prepares and verifies relative shipping documents like bills of lading (BOL’s).

• Enter “on times” daily by scanning BOL’s into the system; provide monthly updates on delivery times (i.e. how many were late vs. on time).

• Ensure all orders are shipped and invoiced promptly and accurately; provide 2^nd check for PO’s before sending to the floor and perform shipping inspection prior to shipments being sent.

• Supply SDS upon request and with all shipped products.

• 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 lines, prices, delivery time, and similar data as required relating to the business units being services.

• 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.

EDUCATION REQUIREMENT:

• High school diploma or general education degree (GED)  

EXPERIENCE REQUIREMENT:

• Two to four years related customer service experience and/or training.
• Experience working with distributors, contractors and or sales reps.

OTHER SKILLS AND ABILITIES:  Indicate if required or preferred.

• Must be able to communicate clearly and professionally both in verbal and written form.

• Strong proficiency with Microsoft Office applications required.

• Understanding of Lean Management Principles is an asset.

• Demonstrates office etiquette including; communication, decision making, and problem solving. 

OTHER QUALIFICATIONS

• Quickbooks Preferred

• Possess a strong understanding running sales reports, extending codes, material master, customer master, listings/exclusions, etc.

• SAP preferred 

PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, climb, balance, kneel, talk, hear, and lift up to 50 lbs.

BENEFITS AND COMPENSATION:

The salary range for applicants in this position generally ranges between $50,000 and $60,000 plus incentive compensation. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.

The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.