Customer Service Representative II

Customer Service Representative II - ( 23000AM )

Description

CONSTRUCTION SPECIALTIES, INC.

Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our Platform Solutions team in Melissa and Denton, TX designs and fabricates a game-changing collection of steel seismic stair solutions and modular stairs, balconies, and awnings. Join us! We're taking building resiliency and efficient construction practices to the next level!

Equal opportunity is not only the law but is the basis of how we ensure that our workplace fosters an environment of fairness, equality, and respect. It is the policy of Construction Specialties to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law. In addition, Construction Specialties will provide reasonable accommodations for qualified individuals with disabilities unless the accommodation would impose an undue hardship on our operations.

SCOPE OF POSITION:

Provides sales order analysis and customer service by performing the following duties. Instructs, trains and provides guidance to other Customer Service Representatives (CSR) to ensure that sales reps and customers receive the best sales service possible.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:

• Instructs, trains and provides guidance to another CSR's. Performs liaison duties for the Department.

• Reviews, analyzes, interprets and resolves the more complex problems referred by other CSR's. Includes handling customers/sales rep complaints and problems with products. May involve record research, investigation, policy interpretation and adjustment or correction.

• Helps facilitate the group process both in meetings and in daily operations. Helps guide daily problem solving techniques. Provides feedback and coaching for another CSR's.

• Helps coordinate workloads within regions - ascertains all work is being done efficiently and as a team. Coordinates necessary back up roles(s) during absenteeism, vacation, or transition periods.

• Orients and trains new members of the department and retrains current members as necessary.

• Praises employees for good performance and suggests corrections to ensure high level of customer service performance, quality, and efficiency.

• Confers with Managers on unusual problems. Advises managers of ideas and possible process and policy changes that would help improve service.

• Participates in group settings to test new processes.

• Edits, analyzes and interprets incoming orders from customers or sales representatives covering a wide scope of Company products. Clarifies terminology, supplying missing or misstated information. Rearranges data to suit and/or writes orders to facilitate and expedite subsequent order procedures. Contacts order sources to clarify or correct order discrepancies. Checks pricing and discounting, conditions of sales and customer shipping instructions.

• Coordinates pricing of special items and materials with estimates. May verify shipping dates based on backlog, etc. Maintains necessary files and records. Requires familiarity with company's products, applications and sales policies.

• Works within policies and guidelines in execution of duties and works in concert with Managers to generate increased sales and obtain extras due to change orders on project. Re-prices project, obtains change order, and processes paperwork. Determines change order adds/deducts to contracts and advises customer/rep in written form of reason extra dollars are required and follows through for written acceptance

• Enters all releases for the shop manufacturing. Follows on inquiries. Works closely with production regarding deliveries of scheduled shipments. Maintains close liaison with other departments to carry order through to completion.

• Answers inquiries from customers, sales reps and architects concerning price, availability or application of products, technical product information, and commissions/overages. Provides guidance and assistance to customers and sales reps in oral or written form.

• Handles customer/sales rep complaints and problems with accounts and products and tries to resolve them as quickly and efficiently as possible. Includes record research, investigation, policy interpretation and adjustment or correction.

• Works with customers to offer alternatives to irresolvable problems.

• Uses CRT to retrieve customer information, stock status information and the status of orders. Insures that correct codes are used for retrieving and inputting information.

• Maintains dates in the BPCS system.

• Checks with Credit Department concerning credit status of customers

• Expedite orders for customers' deliveries

• Authorizes customer returns and replacements on problem orders and prepares necessary paperwork related to same.

• Controls the RMA spreadsheet by issuing RMA numbers and logging in returned RMA's. This includes following up on old open returns to determine closure.

• Receives and answers telephone requests for shipping/delivery information from customers. Achieves and maintains rapport with customers and endeavors to give them the best possible service

• Provides assistance to the claims coordinator if a freight claim is lacking proper information for processing

• Periodic travel maybe required for training purposes.

• May also be required to operate keyboard or other data entry device to enter sales order data into computer.

• Ensures conformance to all aspects of the ISO 14001 standard and Construction Specialties' Environmental Management System (EMS), including its environmental policy while performing job functions that may have a significant impact on the environment.

• Performs other duties assigned by management

Qualifications

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required)

• High school graduate with courses in Business Education; post high school courses pertinent to the work performed would be beneficial.

• Three to four years' experience to become familiar with the Company's sales, service and customer relations policies, knowledge of product lines, and to acquire the technique of handling customer inquiries and complaints.

• Ability to read, analyze, and interpret incoming orders and inquiries from CSR's customers,

• sales reps and architects.

• Ability to write business correspondence and effectively present information and respond to

• questions from other departments, customers, sales reps and architects.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Must have excellent customer relation skills and professional manner. Excellent written/oral communication skills and the ability to maintain effective interpersonal relationships.

• Must have a technical understanding of product line with a desire for continuous learning. Must also have the ability to review Architectural drawings and shop drawings.

• Ability to develop, lead, train, and motivate others.

• Computer literacy and strong organizational skills. Typing skills (40-50 wpm). Telephone etiquette - pleasant telephone voice/manner.

SUPERVISORY RESPONSIBILITIES :

• No

Primary Location : US-TX-Denton

Post Order

Travel : No

Employee Type: : Full-Time Regular

Req ID: 23000AM