Senior Customer Support Specialist

Since 2022, Associated Materials has been undergoing a transformation to maximize our potential through investments in people, operations, and brands.

If you want to be part of a company where your ideas and input are more than just encouraged--they are valued--this is the place for you. At Associated Materials, your contributions will provide an immediate and lasting impact, helping us achieve what is possible.

Position Summary:

The Sr. Customer Support Specialist serves as a dedicated Single Point of Contact (SPOC) and strategic partner for assigned customers. This role is designed to build long-term strategic relationships built on trust, results, and proactive partnership rather than reactive firefighting.

As a Sr. Customer Support Specialist, you own the complete customer experience from onboarding through complex issue resolution, serving as the essential bridge between what our customers need and what we deliver. You don't just manage accounts--you become a trusted advisor who understands the specific business context of your assigned customers, anticipates challenges before they escalate, and accelerates solutions through seamless cross-functional coordination. This role requires a strategic mindset, exceptional problem-solving skills, and the ability to operate with executive-level professionalism while managing high-impact, time-sensitive situations.

 

Key Responsibilities:

• Walk customers through "How to do business with Associated Materials," including ordering systems, support resources, communication protocols, and escalation paths
• Conduct regular proactive outbound check-in calls to anticipate needs, identify potential risks, and strengthen relationships

• Take full ownership of customer issues from initial contact through complete resolution, coordinating across Plants, Customer Service, Quality, Logistics, Finance, and Warranty teams to break down silos and accelerate solutions
• Triage and resolve issues independently when possible, or coordinate cross-functional resources for complex, multi-department challenges
• Using exception reports and system monitoring tools, proactively notify customers and Territory Sales Managers of potential missed shipments, revised dates, or operational disruptions - intervening before customers are impacted
• Investigate root causes of issues, prepare and process credit memos, debit memos, and return material authorizations (RMAs) accurately and efficiently

• Maintain current and accurate knowledge of product offerings, lead times, pricing, and supply chain developments that impact customer operations
• Provide product technical information to respond to customer inquiries and recommend alternative materials or solutions
• Route sophisticated technical inquiries to qualified divisional personnel while maintaining ownership of communication back to the customer

• Identify and communicate process gaps, system disconnects, and workflow breakdowns that impact customer experience
• Serve as a liaison translating customer needs into actionable requests for internal stakeholders

• Capture and systematically share relevant customer feedback with internal teams to drive product and process enhancements
• Evaluate current customer support processes, identify inefficiencies, and recommend data-driven improvements
• Contribute frontline insights to operational improvement initiatives and strategic planning

• May occasionally visit customer locations to strengthen relationships, conduct process reviews, or resolve complex issues

 

Qualifications Required:

• 3-5+ years of customer service, account management, or customer-facing operations experience required
• Manufacturing, distribution, or building materials industry experience strongly preferred
• Experience supporting high-value accounts, executive stakeholders, or managing complex multi-stakeholder relationships highly desirable
• Background in a SPOC, account coordinator, customer success operations, or dedicated support role is a plus
• Experience navigating cross-functional environments and coordinating solutions across multiple departments

• Proactive, self-driven, and able to work independently with minimal supervision

• Exceptional analytical and troubleshooting skills with the ability to diagnose root causes