Customer Service Representative

Customer Service Representative

Polyglass is a leading manufacturer of roofing and waterproofing solutions, committed to quality, innovation, and customer satisfaction. We take pride in delivering exceptional products and service while fostering a collaborative and customer-focused culture.

Polyglass is seeking a customer-focused and detail-oriented Customer Service Representative to serve as a primary point of contact for our customers and sales teams. In this role, you will manage customer orders, provide product and technical support, resolve customer inquiries, and collaborate cross-functionally to ensure an outstanding customer experience. This position plays a key role in maintaining strong customer relationships, supporting sales initiatives, and driving continuous improvement within the Customer Service Department.

Key Responsibilities

• Process and manage customer orders, sample requests, demonstration requests, credit memos, and debit memos through AS-400.
• Serve as the first point of contact for customers and field sales representatives by responding to inquiries, troubleshooting basic issues, and providing technical documentation and product information.
• Support the MRP Controller by providing customer demand information to assist with inventory planning and product availability.
• Manage customer claims, including updating the Customer Claims Tracker, processing Claims/RMA documentation, investigating issues, and supporting timely resolutions.
• Assist in reducing aged finished goods inventory through proactive customer communication and inventory management.
• Ensure all customer, sales, and internal inquiries are directed to the appropriate personnel and addressed in a timely manner.
• Maintain customer accounts with professionalism, accuracy, and responsiveness.
• Partner with customers to proactively reduce inventory concerns, outstanding receivables, and customer complaints.
• Collaborate with the National Customer Service Manager to identify opportunities to improve processes and enhance department effectiveness.
• Maintain compliance with Polyglass quality standards, procedures, and continuous improvement initiatives.
• Support sales growth by assisting with existing customer accounts, re-engaging dormant accounts, and identifying opportunities with prospective customers.
• Provide pricing quotations to field sales representatives and customers as requested.
• Perform additional duties and projects assigned.

Qualifications

• High School Diploma or GED required.
• Minimum of two (2) years of Customer Service Representative experience required.
• Minimum of two (2) years of industry experience or an equivalent combination of education, training, and related experience.
• Proficiency with Microsoft Office 365 Suite, including Outlook, Word, Excel, PowerPoint, and Teams.
• Strong interpersonal, verbal, and written communication skills.
• Professional and customer-focused phone etiquette.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving skills.

Preferred Qualifications

• Bachelor's degree from an accredited four-year college or university.
• Experience with AS-400 or other enterprise CRM/ERP systems.
• Previous inside sales experience.

Pay and Benefits

• A FREE health-plan option for employees or premium costs far below industry averages
• 401(k) plans with a company match at 6% - far more free money than most plans in the market
• Tuition Reimbursement. Earn a degree with up to 100% reimbursement on tuition!
• Student Loan Assistance
• Paid time off
• 10 paid holidays
• Dental and vision plans
• Gym membership reimbursement and more!

Take a look at what it's like to be part of our family at Polyglass!

Polyglass is a Family!

Life at Polyglass

Job Identification 4579

Job Category SALES & CUSTOMER SERVICE

Locations Phoenix, AZ, 85043, US