What are the responsibilities and job description for the Customer Service Rep position at Tremco CPG Inc.?
GENERAL PURPOSE OF THE JOB:
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:
- Respond to customer calls, emails, and faxed requests.
- 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, shipping information, samples, etc.)
- Accurately key orders into the system.
- Check stock availability to confirm orders.
- Make special requests such as color matching, special sales order process or (ERP) orders.
- Ensure all orders are shipped and invoiced promptly and accurately.
- 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 line, prices, delivery time and similar data as required relating to the business units being serviced.
- 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.
- Supply MSDS upon request and as required.
- Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).
EDUCATION
- High school diploma or general education degree (GED)
EXPERIENCE
- A minimum of 2 years of customer service experience, preferably in a high-volume call center environment.
OTHER SKILLS AND ABILITIES:
- Must be able to clearly communicate verbally and in written form in a professional manner.
- Strong proficiency with Microsoft Office applications required.
- Understanding of Lean Management Principles is an asset.
OTHER QUALIFICATIONS:
- SAP Preferred
BENEFITS AND COMPENSATION:
- The salary range for applicants in this position generally ranges between $41,009.00 and $51,260.00. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.
- Tremco offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) 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
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