Customer Service Representative

Job Description

Job Description

Title: Customer Service Representative

Salary: $62,000 - $67,000/yr.

Reports to: Customer Engagement Manager

Mid-Level Customer Service Representative, preferably with 3-5+ years of related experience, responsible for being the primary point of contact and providing exceptional service for a wide range of customers within the following National Shelter/System Components Sales Regions: 1, 3, & 4 along with OEM accounts. Must have strong verbal and written communication skills, maintain in-depth product and service knowledge, ability to adapt to different customer needs, problem solving skills, and an overall positive demeanor and soft skills that leave customers with a positive experience. Looking for a candidate that possesses a team player attitude, who enjoys working alongside a sales team daily, and believes in our core values of net positive, intentional integrity and understanding to collaborate. Values that mean that employees are engaged and passionate about the things that matter most, purposely do the right thing and come together for the good of our company.

Job Purpose: Operating as an integral point person for the customer’s transaction lifecycle, managing their experience and expectations. Acting as the primary bridge between a company and its consumers through handling inquiries, processing transactions and resolving action needed tasks.

Primary Responsibilities & Qualifications:

- Customer Interaction: Responding accurately, timely and professionally to customer questions and inquiries via phone and/or email.

- Problem Solving: Investigate and troubleshoot customer problems, concerns and issues. Providing effective solutions or escalating complex cases to the proper department.

- Order Management: Process and place orders, returns, credits, credit applications, etc. Document account changes and accordingly in CRM and ordering systems.

- Product Knowledge: Maintain in depth knowledge of products and services to provide accurate and up to date information and recommendations to customers.

- Billing & Aging: Work through billing issues and ensure accounts are up to date in their aging and past due invoices.

- Time Management & Organization: Ability to handle large volumes of tasks, order entry, and customer inquiries on deadlines.

- Communication: Excellent verbal and written communication skills.

- Soft Skills: Empathy, patience, and ability to handle difficult situations and escalations professionally.

- Strong Attention to Detail: Must have experience with data management, order entry accuracy, reporting, and maintaining customer/account records.

- Technical Skills: Proficiency with CRMS and billing systems such as SAP, Microsoft Programs, Excel, and general computer skills. Experience with EDI systems is a plus.

- Collaboration: Strong ability to communicate and collaborate with a variety of colleagues and cross functional departments. Experience working with a sales team preferred.

Territory: United States

Work Location: Hudson, OH

Shift: 8a-5pm – On site Monday to Friday.

Travel Requirements: N/A

Benefits:

Medical & Dental Insurance: Provided (limits and contributions apply), begins 1st day of month following hire

401K Plan: 100% match for contributions up to 3%, 50% match for contributions between 4-5%. Enrollment is available upon immediate start of employment.

Vacation: 2-weeks per year, 3-weeks per year following five years of continuous employment

Personal Requirements: US citizenship, valid passport, valid US driver’s license, insurable driving record, signed employment agreement with non-compete provisions specific to applicable markets and products.

Company Info:
National Shelter Products, Inc. (NSP / and its sister company System Components Corporation (SCC / are demand creation, sales development, and sales management companies specializing in building envelope products for residential building, commercial building, manufactured housing, and recreational vehicles. NSP products include building wraps, flashing materials, insulation board, structural sheathing, and structural insulation. SCC products include mechanically attached and self adhered roof underlayment's. Our team of outside and inside sales and marketing professionals gather market intelligence and use it to guide product development and create builder, contractor, and commercial specifier brand specifications for our dealers.

Company Description

Company Info:\r\nNational Shelter Products, Inc. (NSP / and its sister company System Components Corporation (SCC / are demand creation, sales development, and sales management companies specializing in building envelope products for residential building, commercial building, manufactured housing, and recreational vehicles. NSP products include building wraps, flashing materials, insulation board, structural sheathing, and structural insulation. SCC products include mechanically attached and self adhered roof underlayment's. Our team of outside and inside sales and marketing professionals gather market intelligence and use it to guide product development and create builder, contractor, and commercial specifier brand specifications for our dealers.