Customer Service Representative

Cornerstone Building Brands is the largest manufacturer of external building products in North America, headquartered in Cary, North Carolina.

ABOUT THE ROLE

As a Customer Success Representative, you will help customers within our windows and doors division. This hybrid role requires Monday through Friday, 8am-4:30pm with 3 days in the office.

WHAT YOU'LL DO

Customer Support: Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, ensuring customer needs are met from initial order receipt through delivery, invoicing, and warranty. Account Management: Inform leadership and sales team members of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary. Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and other factors affecting their order. Encourage appropriate use of the portal. Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, including quality, delivery coordination, product availability, pricing, and billing. Technical Support: Offer product technical information and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated inquiries. Collaboration: Partner with sales and operations teams to ensure a premier customer experience through effective communication and collaboration. Escalation Management: Promptly engage Team Leads when appropriate to address escalated issues. Training: Assist with training sessions for CSRs to enhance soft skills, product knowledge, and system proficiency. Lead customer training sessions on the use of configurators or portals. Continuous Improvement: Contribute to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

QUALIFICATIONS

Education: High School Diploma or equivalent required; bachelor’s degree is a plus. Experience: 1-2 years of proven direct customer and consumer support experience, preferably in the building products industry. Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments preferred. Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM. Site Address: 30 Jacks Bridge Road, Londonderry, NH 03053 Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. #J-18808-Ljbffr Cornerstone Building Brands