Customer Care Representative

Customer Care Representative

Position Summary: The Customer Care Representative serves as the primary point of contact for customers, supporting order management, customer communication, and account support activities within a manufacturing environment. This role partners with sales, production, operations, and logistics teams to ensure accurate order processing, timely delivery updates, and exceptional customer service. This is not a call center position. The ideal candidate will have experience supporting B2B customers in a manufacturing, industrial, building products, or distribution environment and be comfortable managing customer relationships, order entry, and operational coordination.

Essential Duties and Responsibilities:

• Process customer orders received through email, EDI systems, and occasional phone inquiries.
• Enter and maintain accurate order information within company ERP systems.
• Serve as a primary contact for customers regarding product availability, order status, lead times, shipment schedules, and pricing inquiries.
• Communicate proactively with customers regarding order updates, delivery changes, and expected ship dates.
• Coordinate with production, operations, inventory, and shipping teams to ensure customer expectations are met.
• Research and resolve customer inquiries in a timely and professional manner.
• Maintain accurate customer records and account activity within Oracle, Salesforce, or other business ERP systems.
• Build and maintain positive relationships with customers while delivering a high level of service and responsiveness.
• Assist with general office support activities, including greeting visitors and supporting day-to-day administrative needs.
• Support continuous improvement efforts to enhance customer satisfaction and operational efficiency.

Education and/or Experience:

• High School Diploma or GED required.
• Minimum 3-5 years of customer service, order management, account support, or customer operations experience.
• Experience supporting B2B customers within a manufacturing, industrial, distribution, construction products, or related environment.
• Strong customer communication and relationship-building skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.

Core Competencies:

• Managing Performance
• Building Collaborative Relationships
• Customer Orientation
• Result Orientation
• Personal Credibility
• Analytical Thinking

Organizational Competencies:

• Excellent communication skills
• Proficient problem-solving and multi-tasking skills
• Attention to detail
• Ability to promote teamwork among peers is a must
• Ability to answer a high volume of calls and/or emails daily

Technical Skills:

• Experience with: Oracle, SAP, Salesforce or similar CRM platforms.
• Intermediated proficiency in Microsoft Office Suite.

Required to Travel: None

Physical Requirements: None

Work Conditions: This job operates in an industrial manufacturing environment exposure to varying temperatures, loud noise levels, dust, fumes, oil, or other outdoor elements. This role requires regular standing, walking, and sitting for extended periods of time. Climbing stairs/ladders, squatting, sitting, operating machinery, and may require lifting up to 50lbs, and must be able to wear PPE as required. This is a full-time position and may require some overtime including nights and weekend work.

What we offer:

• Health & Welfare: Medical, dental, and vision insurance plans for employees and dependents
• Health care & dependent flexible spending plans
• Wellness program with diabetes prevention, condition care, preventive care, and annual flu shot
• Free Life and AD&D coverage with supplemental coverage options
• Employee assistance programs focused on mental health
• Financial Wellbeing: Competitive compensation
• 401(k) retirement savings with employer match
• Flexibility & Time Off: Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.

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: 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.