Customer Service Specialist

The Customer Service Associate is an entry-level role that serves as the primary point of contact for a high volume of house accounts and the inside arm of our sales team. This position is a vital link between these customers and internal teams, ensuring seamless communication and efficient problem-solving. This role provides an opportunity to build foundational skills in customer service and inside account management and gain a broader understanding of company operations through potential rotational assignments. This is an in-person role.

Key Responsibilities

• Customer Interaction: Manages daily customer inquiries and concerns, including responding to issues as they occur, filling out paperwork, and entering and confirming orders for assigned accounts.
• Order and Account Management: Handles the end-to-end process for house accounts, including triaging quote requests, entering RFQs into the CRM, and handing off to the product launch team.
• Inside Sales: Works with Outside Sales partner as needed to support our growth initiatives and handle tactical work for large volume programs
• Internal Communication: Communicates with customers about known delays or issues and serves as a bridge between them and internal departments like Finance, Supply Chain, and Shipping.
• Operational Support: Assists with shipping and receiving tasks on a rotational basis to gain a holistic view of the customer order lifecycle.
• Problem-Solving: Identifies and documents recurring customer issues to support process improvement initiatives.

Education and Experience:

• High School Diploma for equivalent required

Job Knowledge, Skills and Abilities:

The ideal candidate is a proactive and detail-oriented individual with strong communication skills and a desire to learn. This person should be able to manage a high volume of tasks efficiently and work collaboratively with various internal teams and be comfortable in face to face meetings with customers. A strong sense of ownership and excellent organizational skills are essential for success in this role.

• Clear, concise communicator
• Concierge level customer service
• Microsoft Office Experience required. 
• Detail oriented and good communications skills required.
• Customer service mentality
• Results oriented

Supervisory Responsibilities:

• No

Physical Demands:

• Light to moderate physical effort required on a constant basis.

Personal Protective Equipment:

• Protective equipment not required but available for nuisance dust.

Work Schedule:

• Normal Schedule – 8 am to 5 pm; Monday through Friday; May vary with business needs.

Work Environment:

• Work performed in a plant/production environment.
• Contains any number of elements including but not limited to fiberglass/insulation material, dust, fumes, and noise.
• Must be able to work as part of a team or independently with limited supervision.