Customer Service Representative - Buffalo, NY

Position Summary

Kemper System America, Inc. has an immediate opening for a Customer Service Representative to join our team located at our headquarters in Buffalo, NY. This role is a vital part of our company, which provides exceptional customer experience to our inbound customer, vendor, partner and contractor clients. The individual will work within the Customer Experience Department and provide support to various departments to ensure effective and inclusive teamwork. 

Responsibilities

• Accurately and efficiently manage all orders and communicate timelines
• Field incoming calls from prospective customers, active customers, and forward leads to appropriate team members
• Respond to customer inquiries, resolve complaints, provide timelines, monitor the status of orders placed, and assure the highest level of customer satisfaction and retention through strong communication skills (verbal and written)
• Communicate with interdepartmental personnel on specific orders, late orders, order errors or concerns, freight issues, and/or specific or special customer account needs.
• Take ownership and openly communicate any errors to immediately identify a mutually beneficial resolution for both the customer and the organization
• Escalate complex and time sensitive issues to appropriate personnel
• Maintain customer accounts in Microsoft CRM & ERP systems to ensure accurate records and documentation
• Acquire an understanding of the products and branding approaches utilized by Kemper System, Coelan, and Cantesco
• Demonstrate a ‘continuous improvement' mindset, by seeking and accepting feedback, challenging constructively, and making adjustments in a positive manner
• Contribute to enhancing the customer experience by documenting customer feedback and preferences to create positive interactions and customer retention
• Assist in tracking key performance indicators (KPIs) to measure the effectiveness of Customer Experience initiatives and identify areas for further improvement

Qualifications

• Proficient in computing skills such as Microsoft Office (Excel, Outlook, Word), Dynamics CRM, and Business Central ERP order processing systems, or similar
• A high-school diploma, and approximately 3 years of previous experience in order entry, customer service, or equivalent combination of education and experience in a manufacturing setting
• Strong “customer first” mindset, and well-developed customer service skills to ensure we deliver an outstanding customer experience
• Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and in-writing with customers
• Proven ability to resolve interpersonal conflicts and/or problems with personnel in upper management, sales, technical, finance, IT, scheduling, production, and shipping departments in a professional manner
• Willingness to learn, attention to detail, active listening skills, problem-solving skills, and a team-oriented mindset
• Dependable transportation and punctual attendance are required

Company Description

Kemper System America, Inc. is a leading manufacturer of cold liquid-applied resin systems for plaza waterproofing, green roofing, cool roofing, historic restoration, and waterproofing of various surfaces. Kemper System focuses on state-of-the-art products with a significant content of renewable resources, providing safe and odor-free solutions for a variety of applications. Our waterproofing systems are trusted by renowned buildings across the United States, with a global presence spanning manufacturing plants in Germany, Italy, and the US.

As a multinational corporation, Kemper System expects its employees to behave, dress, and present themselves in a way that aligns with this principle inside and outside of the organization.

Benefits:

• Opportunities for career advancement through new roles, training, and education
• Competitive salary and potential annual bonus based on company performance
• Comprehensive benefits package, including fully paid health, dental, and vision
• Company funded Health Savings Account (HSA)
• 401(k) matching

Send resumes to barnone@kempersystem.com