What are the responsibilities and job description for the Customer Service Specialist position at Tremco CPG Inc.?
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About Us
Tremco Construction Products Group (CPG) is an international collection of brands that manufactures building materials for the commercial and residential construction industries. Combined with our reliable customer support, training, and testing services, Tremco CPG helps build energy-efficient, sustainable, safe and watertight structures.
Tremco CPG Inc. has a history of excellence, which began in 1928 when William Treuhaft established the Tremco Manufacturing Company in Cleveland, Ohio. Since then, the organization has grown to offices, manufacturing facilities, and thousands of employees across the world, while still maintaining the family atmosphere it was founded upon.
At Tremco CPG, we prioritize collaboration amongst our departments and the construction and manufacturing industries to foster an inclusive and equitable working environment, empower our employees to learn and grow, and advance the markets we serve.
We also give back to our communities and nonprofit organizations through regular volunteer opportunities, a charitable donation matching program, as well as food, clothing & school supply drives.
If you’re looking for a place to build a career and a life, with great benefits, advancement opportunity, technology, people and a commitment to a sustainable future, you’ve found it with us.
Tremco is currently hiring a CUSTOMER SERVICE SPECIALIST. This position is intended as a hybrid position, working par of each week on campus, and partially remote.
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
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
