Customer Service Representative

Company Description

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com.

Job Description

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

This is a hybrid role based out of our Vacaville, CA facility with 2 days in the office per week.

Primary Responsibilities:

• Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.
• Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.
• Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.
• Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.
• Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.
• Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
• Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency.  Assist with onboarding and training new employees.  Lead customer training sessions on the use of configurators or portals.
• Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Qualifications

• High School Diploma or equivalent required; bachelor’s degree is a plus.
• 1 plus years of proven direct customer and consumer support experience, preferably in the building products industry.
• Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments prefer. 
• Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.

Additional Information

The US base salary range for this full-time position is $20hr-$22hr + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location