Customer Service Representative
Cornerstone Building Brands, Vacaville, CA, United States
" ABOUT THE ROLE
As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team. This is a hybrid role based out of our Vacaville, CA plant requiring 2 days in the office per week. 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, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within requested timeframes. Account Management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction. Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and other factors that may impact their order. Encourage use of portal as appropriate. Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution. Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries. Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration. Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are addressed promptly. Training: Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals. Continuous Improvement: Support colleagues by contributing 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. ADDITIONAL INFORMATION
All your information will be kept confidential according to EEO guidelines. The US base salary range for this full-time position is $22.00 per hour plus medical, dental, vision benefits starting day 1, 401k and PTO. Salary ranges are determined by role, level, and location, and individual pay is determined by work location and other factors, including job-related skills, experience, and relevant education or training. Full-time is defined as regularly working 30+ hours per week. Benefits include medical, dental, vision benefits starting day 1; paid holidays; PTO; FSA; life insurance; LTD; STD; 401k; EAP; discount programs; tuition reimbursement; training and professional development. Must be at least 18 years of age to apply. 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
As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team. This is a hybrid role based out of our Vacaville, CA plant requiring 2 days in the office per week. 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, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within requested timeframes. Account Management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction. Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and other factors that may impact their order. Encourage use of portal as appropriate. Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution. Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries. Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration. Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are addressed promptly. Training: Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals. Continuous Improvement: Support colleagues by contributing 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. ADDITIONAL INFORMATION
All your information will be kept confidential according to EEO guidelines. The US base salary range for this full-time position is $22.00 per hour plus medical, dental, vision benefits starting day 1, 401k and PTO. Salary ranges are determined by role, level, and location, and individual pay is determined by work location and other factors, including job-related skills, experience, and relevant education or training. Full-time is defined as regularly working 30+ hours per week. Benefits include medical, dental, vision benefits starting day 1; paid holidays; PTO; FSA; life insurance; LTD; STD; 401k; EAP; discount programs; tuition reimbursement; training and professional development. Must be at least 18 years of age to apply. 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