Customer Service Representative - San Martin, CA

 

Job ID:  503228

 

Oldcastle APG, a CRH Company, is the leading provider of outdoor living solutions in North America with an award-winning portfolio that enables customers to Live Well Outside. Inspiring endless possibilities with enduring performance, its collection of premier building products create inviting outdoor spaces where people connect, reflect and recharge. The manufacturer’s signature brands include Belgard® and Echelon® hardscape and masonry materials; Barrette Outdoor Living® and MoistureShield® fencing, decking and railing; Sakrete® and Amerimix® packaged concrete and mortar; Techniseal® sands, jointing technologies and surface protectors; PebbleTec® pool finishes; plus popular brands of landscape and gardening materials.     

 

Job Summary

 

This position is responsible for ensuring the highest level of customer satisfaction by providing support, guidance, proper follow-up and resolution to customer inquiries or issues.

 

Job Responsibilities

 

• Enter customer orders received by email and phone into system
• Answer high volume of incoming calls and emails in a timely manner
• Assist customer with product questions, ordering, order tracking, pick-ups, complaints, and problems
• Communicate effectively with customers related to order status and coordinate with production regarding backordered items
• Communicate with sales, finance and operation teams to ensure orders are fulfilled
• Develop and maintain product knowledge to support customer needs and provide solutions
• Utilize the use of Salesforce to manage customer issues
• Verify product load and quantities match purchase order
• Review and retrieve documentation for credit department as needed
• Issue credits for pallet returns when applicable
• Categorize, file, and maintain ship ticket copies for audit purposes and file all customer records
• Execute Daily and Business fundamentals
• Willing and able to cross-train on other aspects of the customer service process
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

 

Job Requirements

 

• High school diploma or GED, or equivalent combination of education, training, and experience
• Ability to multi-task, answer phones and enter orders
• Ability to read and comprehend simple instructions