Customer Service Representative

Come be an Employee-Owner of one of the nation’s largest producers of metal roofing and siding!  We sell, manufacture, build, and distribute metal building components and packages. Since 1988 we’ve grown to over 13 locations nationwide. We make raving fans of our customers with our “right, on time, every time” commitment.
So, who are we looking for?  

People who “Own It” – Commitment to the customer, the company, and each other:
You are customer-focused with an eye for detail.
You are reliable.

People who “Can Do” – Our Attitude:
You are an innovative thinker pursuing continuous improvement.
You embrace teamwork.
You want to positively make an impact and open to change.

People who “Act in Love” – Treats others with humility, respect, kindness, honesty, patience, and self-control.
You enjoy giving back to your community.  We take great pride in the communities we live in, so we give back with our time and talents. Each year you can take paid time off to support a cause close to your heart.

And what will you do?

Summary:

The Customer Service Representative is responsible for delivering exceptional service to our customers while efficiently managing order processing, returns, and customer inquiries. This role is essential for maintaining customer satisfaction and ensuring accurate order fulfillment. 

Core Functions:

Order Entry: 

• Double Key customer orders into the systems to ensure accuracy and data integrity.

• Act as a backup for order entry, ensuring timely processing of incoming orders.

Returns and Credits:

• Process Return Merchandise Authorizations (RMAs) and manage customer credit requests according to company policies.

• Communicate effectively with customers regarding the status of returns and credits. 

Customer Communication:

• Answer incoming customer phone calls promptly and professionally, providing assistance and resolving inquiries. 

• Maintain a positive and helpful demeanor to enhance customer experience. 

Documentation and Reporting:

• Accurately document customer interactions, orders, and return processes in the database.

• Assist in generating reports related to order processing and customer service metrics as needed.

Collaboration:

• Work closely with other team members and departments to ensure seamless order processing and enhance overall customer satisfaction.

Duties, responsibilities, and activities are not limited to the list above and may change at any time with or without notice. 

Key Measures of Success:

• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Demonstrated strategic thinking and problem-solving skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to identify deficiencies, troubleshoot effectively, and implement solutions.
• Capable of working both independently and as part of a collaborative team.
• Consistently exhibits and displays the company’s values of “Own It. Can Do. Act in Love.” 
  • Own It – Commitment to customer, company, and each other. 
  • Can Do – Team Player, Open to Change, & Pursuing continuous improvement. 
  • Act in Love – Treating others with humility, respectfulness, kindness, honesty, patience, and self-control.

Supervisory Responsibilities:

• None, but may assist in training or guiding administrative staff as needed.

Education & Experience:  

Minimum Required:

• High school diploma or equivalent

Preferred:

• Previous experience in customer service or related field

Physical Demands & Work Environment: 

Work is performed in an office and manufacturing environment. This role will routinely utilize standard office equipment to perform the core functions listed in this job description. This position requires the ability to occasionally lift office products and supplies as well as communicate verbally and electronically. The work is primarily sedentary and requires extensive reading to perform the core functions listed in this job description. However, while traveling, this position will require frequent tours of the company’s manufacturing facilities, which involve prolonged periods of walking, standing, and navigating various work areas while actively engaging with employees.  While performing the core function of this job, the employee is regularly required to talk, hear, stand, and required to lift