Customer Solutions Partner II (Hybrid)

RectorSeal seeks an experienced and customer-oriented Customer Solutions Partner Level II to support our PSP Products Customer Solutions Team and company-wide operational efforts. This role will act as a primary liaison between the customer and RectorSeal/PSP Products by providing customer solutions, exceptional customer experiences, and sales team support. A proactive and enthusiastic Customer Solutions Partner II will efficiently balance order processing and warranty workflows by responding promptly to inbound customer calls, tickets, and chats and will be genuinely excited to help customers with their inquiries. The ideal candidate will have a keen eye for detail and data and a curious and personable nature to assist with customer and team support needs.  This opportunity will require an office presence 3-4 days per week. 

With a blend of leadership skills and in-depth knowledge of company policies and products, Customer Solutions Partner II plays a crucial role in optimizing customer satisfaction, improving operational workflows, and contributing to the overall success of the service department. Problem-solving comes naturally to a Customer Solutions Partner II. He or she is confident in troubleshooting and will investigate further if insufficient information is available to resolve a customer request. The ideal Customer Solutions Partner II ensures excellent service standards, responds efficiently to customer inquiries, and provides a consistent winning customer experience.

Responsibilities

•  Manage a growing volume and complexity of inbound calls, tickets, chats, and customer orders
•  Offer team support by providing best practices, SOP refinements, engagement, and local partnership
•  Keep a keen eye on team-level KPI’s and error rates to offer continuous improvement to the local team
•  Assist in analyzing customer experience data and compiling accurate reporting when needed
•  Resolve customer concerns, problems, and discrepancies by clarifying issues within a given authority and following up with a customer to ensure a complete resolution
•  Provide accurate, valid, and complete information by using the correct methods and tools provided in training and in accordance with team standards
•  Keep records of customer interactions, update customer accounts, and file documents
•  Identify and assess customers’ needs to achieve a winning customer experience
•  Build sustainable relationships and trust with internal and external customers through open and interactive communication
•  Follow communication procedures, guidelines, and policies
•  Go the extra mile with our customers to ensure the highest customer satisfaction

Preferred Experience:

• Bachelor's Degree in business, supply chain, or related field or some college preferred
• Team lead experience preferred

Minimum Experience:

• 2 years of experience working in a customer service position 
• Familiarity with CRM/ERP systems and practices
• Experience with detailed data entry and problem-solving within an ERP system

Competencies/Skills:

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent written communication skills
• Ability to multi-task, prioritize, and manage time effectively

Work Environment: 

While performing the duties of this job, the employee is regularly exposed to a non-climate-controlled warehouse environment. While performing the duties of this job, the employee is regularly required to sit, stand, walk, and talk or hear. The employee is occasionally required to use hands and fingers to type or dial, climb or balance, stoop, kneel, crouch or crawl, and reach with hands and arms. 

The employee must be able to lift and/or move up to 50 pounds. This position requires computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and the ability to adjust focus. 

Compensation: 

RectorSeal has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The target salary range for this exempt opportunity is $28-$30/hour plus incentives. 

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the CSWI Board of Directors. 

Benefits: 

As a CSW Industrials (NASDAQ: CSWI) subsidiary, RectorSeal offers some of the best benefits in the manufacturing industry, including Competitive Salary, Annual Bonus and Discretionary Targets, a 401(k) with dollar-for-dollar matching up to 6% and immediate vesting, an Employee Stock Ownership Plan, Health, Vision, Dental, PTO, and an award-winning Wellness Program. 

About RectorSeal 

Based in Houston, Texas, RectorSeal, LLC, is a wholly owned subsidiary of CSW Industrials, Inc. [NASDAQ: CSWI] and a leading provider of quality solutions for the professional trades serving the heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com. 

RectorSeal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

‘Rectorseal does not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.’ 

Salary : $28 - $30