Job Details
**Customer Support Specialist**
+ **Job Tracking ID**: 512###-####26
+ **Job Location**: Aliquippa, PA
Beaver Falls,
Moon,
Pittsburgh,
New Brighton,
New Castle,
Hoepwell
+ **Job Type**: Full-Time/Regular
+ **Date Updated**: June 10, 2021
+ **Starting Date**: ASAP
**Job Description:**
ARDEX Americas (), is the Global industry leader in the manufacturing and development of high-performance specialty building materials. Our success is built on continuously innovating products that shape the construction industry, and a "culture", driven by collaboration, creative thinking and idea sharing.
We are looking to hire a full-time **Customer Support Specialist** to help support our growing business. This position will be responsible for servicing and processing orders within a designated territory for the ARDEX Retail and Distribution centers throughout The U.S., Canada, and Latin America.
This is a full-time position (Monday-Friday) and the working hours are 8:00 a.m. - 5:00 p.m. with a one- hour unpaid lunch. It will be based at our Corporate campus, 20 minutes North of Pittsburgh International Airport.
**Responsibilities:**
* Maintain thorough understanding of all customer service processes
* Complete understanding of international shipping requirements and documentation for the Canadian and Latin America customer support territories
* Cross Functional training of all territories and customer accounts
* Process high volume of orders as received daily to meet order processing deadlines
* Manage direct communication with accounts to ensure customers are kept up to date with their order status and communicate any changes / delays to the order to the customer, customer support team, logistics team, and sales account manager. Resolve product availability issues and advise customer in timely manner.
* Manage customers claims, free material shipments, and product returns in territory.
* Responsible for acquiring freight rates on LTL special shipments and filing freight damage claims for designated territory
* Responsible for invoice and invoice adjustment process in territory: Process and distribute invoices,
* Proactively research and resolve any shipping and price discrepancies
* Assist with the set-up of new accounts and credit applications. Provide support in gathering and translating information required to establish credit reviews for new customers. Take over as the direct contact for the assigned distributor.
* Close coordination with the sales department and Customer Support Manager on improving customer relationships.
* All other miscellaneous duties as assigned.
**Experience and Skills:**
* Strong business judgement and ability to make sound business decisions in service of the ARDEX Distributor
* Minimum 5 (five) years customer or sales support experience, with demonstrable independent account management
* Minimum of (3) years order processing, invoicing and invoice adjustment experience is required
* Working knowledge of MS Word, MS Excel, and database systems (CRM)
* Ability to process high volumes of data while retaining 100% accuracy
* Working knowledge of SAP and SAP processes or other integrated accounting system is highly desirable
* Knowledge of laws and regulations (U.S. and International) affecting exporting and coordinating with the various internal departments to ensure customs compliance of export documentation is highly desirable
* Knowledge of shipping process
* Detail oriented and able to sustain high levels of accuracy
* Ability to excel in a fast paced, changing environment
* Excellent communication, interpersonal and telephone skills
* Ability to work independently while retaining a strong team ethic
* Excellent organizational and listening skills
* Accountability, dependability, responsiveness, and quality focus
* Demonstrates ARDEX Growth Mindset competencies: Innovation, Open Mindedness, Collaboration, Agility, Initiating Action and Execution, Ownership
**Education:**
* Associate degree preferred or high school diploma with relevant work experience
**Benefits**
* Competitive salary and company Laptop
* Flexible work initiatives (job and department dependent) to include flexible working hours and work from home options
* Immediate Paid Time off (PTO) eligibility, and 11 Paid Holidays
* Employee Assistance Programs and Wellness Initiatives
* 401K match
* Medical, Dental and Vision Insurance (immediately eligible 1st of month following date of hire)
* Employee development and leadership development programs
* Reduced gym memberships, wellness programs, pet insurance, Tickets at Work, community support