Customer Service Representative

 

Job ID:  515048

 

Oldcastle® APG, a CRH Company, is North America’s leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer’s portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.    

 

Job Summary

 

Under the supervision of the Office Manager, this position responds to customer’s inquiries regarding the organization’s products or services. Determines best method to ensure customer satisfaction and adheres to the organization’s policies. The individual in this role is responsible for answering product inquiries, taking customer orders, coordinating delivery with Dispatch, and coordinating with internal company departments and vendors in a fast-paced office. Customers include homeowners, developers, contractors, and installers. This position is often combined with customer service initiatives and providing support to Outside Sales Representatives as needed.

 

Job Responsibilities

 

• Responsible for handling customer inquiries, providing appropriate solutions and alternatives within the time limits and provide follow up to ensure the customer is satisfied
• Responsible for keeping customer records, process customer accounts and file all necessary documents utilizing the Sales Force database
• Partnering with the Outside Sales Representative regarding sales promotions and initiatives which require phone contact and follow-up 
• Coordinate mailings of literature and samples
• Manage all aspects of the customer order fulfillment process from order entry through delivery.  This includes but not limited to: Communicate & coordinate delivery schedules with Dispatch, and collaborate with customers to ensure that all facets of the order fulfillment process, from negotiation and material inventory fulfilling, is being communicated in a timely manner
• Troubleshoot and resolve issues by taking appropriate action to ensure customer satisfaction, which would include price, service, and delivery adjustments to retain and achieve overall business goals with the customer
• Stay current and up to date on customer market trends, and new product(s)
• Know all product availability, use, benefits, and pricing structure
• Refer to product catalogs and specification guides to determine related product uses and applications
• Utilize corporate resources as required to nurture new accounts and retain existing accounts
• Confirms all technical information with the customer and enters the orders into the system, when required
• Maintains complete knowledge of and complies with company and department policies procedures and standards

 

Job Requirements

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the job.

 

• High school diploma / equivalent or a comparable combination of education, experience or training in related field
• Skilled in Microsoft Word, Excel and Outlook
• Previous sales experience; Knowledge of concrete masonry is a plus
• Positive attitude and desire to work with a great team in a fast-paced environment
• Basic math skills
• Good organizational and problem-solving skills
• Experience with multi-line phone system
• Attention to detail
• Pleasant phone personality
• Ability to multi task
• Ability to sit for extended periods of time
• Ability to perform repetitive motions of the wrist, hands and fingers to use a computer
• Bending and some lifting
• Extensive writing, phone and ra