Customer Service Representative

Job title: Customer Service Representative

Work Location: Cullman, AL

Reports to: Customer Service Manager

Full-time/Nonexempt

Job Summary:

Perform customer service job functions to satisfy plant requirements and customer needs.

Essential Duties and Responsibilities:

• Receives calls and emails from customers.
• Responds to customers by answering product and service concerns.
• Resolves product or service issues by clarifying the customer’s concerns and ascertaining corrective action.
• Must learn general building assembly of metal buildings and their components
• Informs the customer of steps to be performed for corrective actions
• Works with the customer to select the best solution to solve the issue for a potential win-win outcome
• Expedites corrective actions and follow up to ensure concern resolution
• Maintains records of the field issue for potential future customer concerns
• Advises management of reoccurring problem(s) for possible product or procedural change
• Stores information in the correct computer files for future report analysis
• Performs other duties as required and assigned

Education and/or Work Experience Requirements:

• High school diploma or equivalent preferred
• Associates degree a plus
• Experience in a customer service or related position a plus
• Must be able to prioritize multiple tasks quickly
• Must be able to handle customer issue resolution, whether relating to product installation, shipping, order delay, or defective material

Success Factors and Competencies:

• Strong written and oral communication skills
• Strong analytical and problem-solving skills
• Capable of understanding and conveying basic product information
• Must be able to effectively diagnose and solve issues/problems/concerns
• Strong computer skills
• Portray positive attitude and project that to the customer, sales support, and staff

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 25 lbs.
• Must work safely wearing all required PPE
• Must be able to regularly talk and/or hear
• May require sitting in front of a computer screen for extended periods of time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Overtime

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Cullman, AL 35055: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location