Customer Service Representative

Job Description

Job Description

Position Overview

The Customer Service Representative assists as part of a team supporting the efforts of assigned Quaker Sales Representatives and their Lumberyard and Specialty Dealer customers. The Customer Service Representative is responsible for constant communication with these partners and internal coordination of all quotes and orders for the Residential team.

Duties and Responsibilities

• As the point of contact with Lumberyard and Specialty Dealers, assist in coordination of all residential quotes and orders for dealers
• Take incoming customer calls, identify the customer needs and achieve the highest level of satisfaction
• Assist with Return Merchandise Authorizations and credit requests by gathering information for Quaker's Accounts Payable team
• Communicate order updates as needed
• Assist customers with Quaker's Q1 quote and order system needs, quotes, orders, delivery issues or any other issues that pertain to customer support and satisfaction
• Build an ongoing relationship and trust with customer accounts
• Work closely with other team members to facilitate the quoting, order process and customer support for Quaker's Lumberyard or Commercial Sales and Support Team
• Work with Sales Representatives to support the sales process
• Communicate with Lumberyards, Specialty Dealers and Sales Representatives
• Learn and then maintain thorough knowledge of Quaker's Q1 and Green Screen System
• Learn and then maintain thorough knowledge of Quaker's Residential Window & Door Products
• Prompt and regular attendance at an assigned work location.
• Interact and communicate with employees and customers in an appropriate manner.
• Availability on site to confer with staff members with whom the employee must interact on a regular basis.
• Communicate via email, prepare reports and work schedules.
• Review and analyze data and information concerning Return Merchandise Authorizations.
• Plan, prioritize and monitor order activities.
• Complete assigned tasks/projects in a timely manner.

Supervisory Responsibility

No direct management or supervisory responsibilities.

Safety

Observe safety and security policies and procedures, including proper use of Personal Protective Equipment; report potentially unsafe conditions; and use equipment and materials properly.

Travel

Minimal travel is required for professional development, dealer visits or to commute between the Quaker campuses.

Qualifications

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.

• Proficient with Microsoft Office software: Excel, Word, Outlook
• Professional phone etiquette
• Basic math skills including the ability to convert decimals to fractions
• Basic knowledge of Quaker's Q1 quote and order and Green Screen Systems preferred
• Basic knowledge of Quaker's Residential Window and Door Products preferred

Preferred Education and Experience

The expectation is that the individual has achieved a minimum level of education and/or related expertise to qualify for this position.

• High School Diploma or a passed General Education Development test
• 3-6 Months related Customer Service Experience
• Lumberyard, Building Industry or Retail Sales Experience preferred

Competencies and Skills

• Customer Service Focused
• Communication Proficiency & Listening
• Team Based Mindset
• Problem Solving
• Attention to Detail 
• Accuracy
• Organization
• Flexibility
• Reliability
• Time Management

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Physical Demands

The demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is primarily an office job and largely a sedentary role with frequent sitting. The position requires the ability to climb stairs, lift files, open filing cabinets, bend or stand as necessary. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee may also occasionally be required to lift and/or move up to 25 pounds.

Work Environment

Although the employee will primarily be in an office setting, while performing the duties of this job, the employee may need to visit the factory and be exposed to climactic variations, various levels of vibration, and moving mechanical parts. The noise level in the office is usually low, but hearing protection may be advisable or required for prolonged visits to certain parts of the factory.

Other Duties and Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at the discretion of management any time.

Equal Employment Opportunity Statement

Quaker is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Quaker will be based on merit, qualifications, abilities, and Quaker's needs and resources. Quaker does not discriminate in any employment opportunities or practices on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by law.