Customer Service Representative

About the role

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. This position supports customers within our windows and doors division. This position is a hybrid role, Monday through Friday, 8am-4:30pm. Position will require 3 days in office at our local site. Onsite days are flexible, with manager approval.

Responsibilities

• Account management: 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.
• Information Accuracy: 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.
• Issue Resolution: 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.
• Technical Support: 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.
• Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
• Escalation Management : Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• Training : 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.
• Continuous Improvement : Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Requirements

• Education : High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience : 1-2 years of proven direct customer and consumer support experience, preferably in the building products industry.
• Industry Knowledge : Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments prefer.
• Technical Proficiency : Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.
• All your information will be kept confidential according to EEO guidelines.
• Site Address: 30 Jacks Bridge Road Londonderry, NH 03053
• Why work for Cornerstone Building Brands?
• *Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.
• Cornerstone Building Brands is an Equal Opportunity Employer.

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