Customer Care Representative

Job Description:

We are seeking a Customer Care Representative (CCR) to join our team at our Nu-Ray Metals facility in Puyallup, WA. The CCR will work closely with other internal departments (such as Field Sales, Manufacturing, Credit, etc) to ensure accurate and timely order entry and fulfillment of products to its end customers. The CCR will utilize various processes, guidelines, and systems to manage customer order activity. In general, the CCR will be able to provide technical assistance and prioritize and manage daily responsibilities such that they are completed in an efficient and effective manner.

This job must be carried out in compliance with the Gibraltar Code of Business Ethics and Conduct, Gibraltar policies and procedures as well as all Federal, State, and Local laws, including the Sarbanes-Oxley Act of 2002.

PRINCIPAL RESPONSIBILITIES, DUTIES & TASKS (list in order):

• Maintain a suitable level of availability in the phone system, delivering professional and engaging customer service.
• Performs high volume of specific tasks, such as order entry and product sample requests.
• Manage workload and customer communication through Oracle, following defined processes for case management.
• Fosters a culture of continuous improvement within the Customer Service team by actively seeking improvement opportunities and developing and partnering with leadership to implement solutions.
• Demonstrate basic knowledge of products, their use, and how they relate to other products, to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
• Perform any other job-related duties that the Customer Care Supervisor/Manager may assign or deem appropriate.

QUALIFICATIONS: The minimum qualifications listed below are representative of the knowledge, skills, and abilities needed to perform this job successfully. Equivalent job-related experience might be substituted for an educational degree(s).

Education:

High School degree required. Bachelors degree preferred.

Qualifications:

• Minimum of 1-year experience in a customer-facing role
• Experience in manufacturing, construction, or building products is beneficial
• Knowledge of Salesforce and Oracle/Avante or other ERP is preferred
• Motivated and positive team player
• Experience using the Microsoft Office Suite of products (Word, Excel, Outlook)
• Attention to detail and accuracy is critical. Must have the ability to perform basic math calculations and measurements.
• Must be able to function in a fast-paced, demanding, ever-changing environment.
• Demonstrated strong organizational skills. Demonstrated ability to handle multiple tasks and move between activities that require an immediate response
• Ability to be self-directed and contribute to a high-performing work team while being team and goal-oriented
• Ability to build relationships with functional stakeholders
• Demonstrated written/verbal communication skills

About Us

Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing. Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.

The wage range for this position takes into account an array of factors that are considered in making compensation decisions including but not limited to skill sets; education; experience and training; licensure and certifications; geographical location and other organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $24/hr.-$30/hr. For a general description of all employment benefits, visit https://www.gibraltar1.com/careers/

Disclaimer

The information in this description indicates the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.