Customer Service Representative

Carlisle Companies Incorporated, a worldwide leading diversified manufacturer of premium building products and related technology has an immediate opening for a Customer Service Representative I to join our Carlisle Architectural Metals (CAM) team. Our Customer Service Reps are a vital part of our Customer Service Team, which provides exceptional customer service to our inbound customer, vendor, partner and contractor clients. CSR’s manage all orders to assure an exceptional customer experience. This critical role oversees the customer ordering process; where our CSR’s review and enter orders, communicate with the customer regarding timelines, resolve service issues, and partner with various Edge Metal departments (Engineering, Order Processing Engineering, Production, Sales, Service, Accounting, IT, Scheduling and Shipping) in the best interest of strengthening customer relationships with the Edge Metal business. They are also assigned to manage specific Customer Accounts with responsibilities including, but not limited to: completing print approvals, obtaining approvals and purchase orders, processing orders, pricing, backing up other CSRS, being a training buddy, product knowledge, and warranties. 

Essential Duties and Responsibilities. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management deems necessary. Candidates must be able to satisfactorily perform each essential duty listed, with or without reasonable accommodation.

Customer Service

• Deliver an exceptional level of customer service in every interaction to fulfill the SPEQ Promise (Speed, Protection, Expertise, and Quality) to both our internal and external customers. We achieve our SPEQ promise by honoring seven simple core values and celebrating our success as a team by being curious, adaptable, responsive, accountable, approachable, supportive and inclusive.
• Establish and maintain positive business relationships with our customers to ensure the highest level of customer satisfaction and customer retention.
• Be responsive and professional in answering incoming Customer telephone calls and/or messages.
• Effectively and professionally address and productively resolve customer inquiries, problems, concerns and/or complaints regarding Edge products or services.
• Demonstrate the ability to solve problems in a professional, up-front and transparent manner. Openly disclose errors or concerns and seek to find a win-win solution for the customer and the company.
• Be knowledgeable about Edge metal product lines; including specification knowledge, pricing, and general application of our products.
• Communicate effectively with all personnel in Engineering, Production, Shipping, Sales, Service, Accounting, IT, Scheduling and Shipping departments regarding specific Customer Account needs.
• Demonstrate an understanding and ability to navigate non-assigned Customer Accounts, to assist teammates in delivering an exceptional customer experience.
• Review and coordinate drawings, purchase orders, and quotes to prepare for accurate order entry.
• Master the order entry and order management system; reviewing and entering orders in an accurate and timely manner. Fully understand the impact and source of processing errors and non-conformance issues, and take ownership of errors and immediately work to disclose and correct them. 
• Communicate with interdepartmental personnel on specific orders, late orders, freight issues, order errors or concerns, and/or specific or special customer account needs.
• Follow-up on placed orders to assure the highest level of customer satisfaction and retention.

Teamwork & Support

• Build relationships and resolve conflict in a productive, professional manner to support and foster our Edge metal culture of Trust and Respect.
• Demonstrate a willingness to work with others through open, honest, and supportive communication. Challenge appropriately and constructively.
• Demonstrate a ‘continuous improvement’ mindset, by seeking and accepting feedback, embracing change, and making adjustments in a positive manner.
• Provide support to teammates as requested, including assisting other CSRs and TSRs, problem resolution, or other inter-departmental issues.
• Demonstrate a willingness