Technical Customer Service Rep

Company Information  

CSWI’s Engineered Building Solutions segment manufactures custom architectural building components and innovative firestopping and smoke-rated products that help protect people. Safety and code compliance are top of 

mind for architects, engineers, and contractors. Our purposeful brands combine functionality with aesthetically pleasing designs for the construction, refurbishment, and modernization of buildings. Our brands include Balco, 

Greco Architectural Metal Products, and Smoke Guard.

Balco, a manufacturer of architectural building products, is growing! We are expanding our team with people who enjoy a fast-paced, teamwork environment and are passionate about working together to meet or exceed customers’ requirements. The Balco team focuses on Architectural Expansion Joints, Moats and Portals, Fire Barriers, Stair Nosings, Mats and Grids, Trenches, and Photoluminescent products to provide high-quality building solutions.

COMPANY WIDE RESPONSIBILITIES:

• Support and follow Balco, Inc.’s Quality Policy
• Follow all applicable Procedures and Work Instructions
• Initiate preventative and corrective actions for problems with product or processes
• Demonstrate company values
• Follow all safety rules and regulations as directed by Balco
• Any other assignments, duties or responsibilities as directed by the Supervisor or Executive Management

Job Responsibilities:

• Communicate effectively with customers, contractors and architects through various channels
• Respond promptly to customer inquiries, acknowledge and resolve customer complaints, communicate and coordinate with colleagues as needed
• Coordination of Orders, Quotes, Samples, and Detail Requests
• Order entry into JD Edwards (JDE) database
• Order completion/preparation of orders for Scheduling
• Entry or approval of physical samples / literature
• Entry or approval of detail requests to Drafting
• Quoting for reps or customers
• Offer solutions for problems with product or processes and initiate preventative and corrective actions
• Maintain accurate detail of job history in the ERP system and Sales folders
• Provide special pricing for reps as needed
• Any other assignments, duties or responsibilities as directed by the Supervisor and Executive Management.

Qualifications:

• 2 or more years of experience in a customer service role utilizing an online ordering platform and providing technical support
• Experience troubleshooting technical problems and providing solutions
• Experience utilizing MS Suite, Crystal Reports, and ERP software
• Experience working with or in architectural, construction, or engineering firms or similar is preferred but not required
• Ability to communicate professionally and effectively both orally and in writing
• A passion for helping others and a positive, solution- oriented attitude
• Ability to develop and maintain strong relationships with clients and team members
• Ability to maintain composure during difficult conversations
• Ability to multi-task and prioritize tasks in accordance with business needs
• Technical aptitude and ability to effectively utilize Microsoft suite programs and an ERP system and run reports

Benefits:

• Competitive hourly rate with an annual pay increase
• Comprehensive health, dental, vision, and life insurance. 
• 401(k) with company match on 6%
• Paid time off, including holidays and vacation. 
• Flexible Schedules
• Employee Stock Ownership Plan (ESOP) for long-term wealth building.
• Annual Performance Bonus Program
• Employee Discounts
• Tuition Reimbursement
• Paid Parental Leave
• HSA Contributions
• EAP Program
• Referral Bonus