Job Details
The Customer Service Representative is accountable for providing world class customer service and maintaining strong professional relationships with the CertainTeed Sales Group, Manufacturing & Distribution Plants, Corporate Logistics, and the Pricing Group. They will support multiple Sales Regions and also provide backup support to non-specific Sales Regions. They will demonstrate sound business acumen by knowing how to prioritize critical tasks during high volume demand patterns. This person should possess strong SAP skills in a Customer Service capacity.
The working hours for this hybrid position are: 10:00 AM -6:30 PM OR 7 - 3:30 EST
- Responsible for accepting, reviewing, processing, and maintenance of customer orders in a timely and accurate manner; expediting where appropriate.
- Answering and handling inbound calls (50-70 daily) in a fast-paced environment
- Coordinate with Sales, Manufacturing, and Distribution to resolve service issues and other discrepancies which could negatively impact the customer and or CertainTeed.
- Communicate with Supervisors & Management regarding activities and significant issues related to Customer Fulfillment, ensuring timely follow up.
- Analyze and evaluate alternative solutions to respond to Customer requests relative to lead time expectations, job sites, product sourcing, and availability within the department and Corporate guidelines.
- Maintains strong lines of communication with shipping plants and Corporate Logistics to ensure seamless order processing and execution of standard and special/hot orders.
- Understanding of Shipping/Delivery Lanes & Freight Rates.