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.