Customer Experience & Order Specialist

Job Description

Job Summary

The Customer Service Reps (CSRs) at Carlisle Architectural Metals (CAM) play a critical role in delivering an exceptional customer experience by ensuring accurate, efficient, and timely entry, processing, and fulfillment of customer orders across our edge metal brands – Metal Era and Hickman Edge Systems.

Our Customer Service Reps are responsible for delivering

The Carlisle Experience

by getting the right product, to the right place, at the right time, in the right condition, with the right invoicing — and being a pleasure to do business with throughout.

The CSR is also the customer’s primary point of contact within their territory for resolution of problems as they arise. This individual will be expected to form strong relationships with both internal partners (including Sales, Order Processing, Engineering, Accounting, Scheduling, Supply Chain, Operations, and Technical Sales) and external customers and representatives, helping to ensure seamless order execution and a positive experience from start to finish.

This role is essential in supporting CAM’s commitment to the SPEQ Promise: Safety, Productivity, Expertise, and Quality, and in driving the integration of our customer experience under the One CAM model.

Duties And Responsibilities

Handles all requests for orders for an assigned territory of customers, managing customer orders from placement/entry in our system through successful delivery and invoicing with appropriate print approvals, providing accurate lead times, etc.
Creates a strong relationship with internal and external customers and departments.
Delivers exceptional customer service with focus on Quality.
Handles orders with urgency and customer requests or inquiries with professionalism and responsiveness.
Effectively resolves and addresses customer inquiries, problems, concerns or complaints regarding products or services.
Review and coordinate drawings, purchase orders, and quotes to prepare for accurate order entry.
Communicate with interdepartmental personnel on specific orders, late orders, freight issues, order errors or concerns, and/or specific or special customer account needs.
Follow-up on placed orders to assure the highest level of customer satisfaction and retention.

Required Skills/Abilities/Knowledge

Strong customer focus – customer first mindset.
Effective written and verbal communication
Basic mathematics
Organizational and time management Ability to work in fast paced environment with sense of urgency and drive for results.
Ability to answer various customer inquiries in an accurate manner/ability to manage change.
Knowledge of production scheduling
Strong attention to detail and data accuracy.
Continuous improvement mindset.
Teamwork – ability to build trust with others collaboratively.

Education And Experience

High school diploma required.
Associates or bachelor’s degree preferred, not required.
Minimum experience in customer facing role 2+ years.
Minimum experience in one of the following fields: order management, customer service, logistics, supply chain, or inventory
SAP or other ERP experience is a plus.
Proficiency in Microsoft Office required.

Equipment Used

Standard office

Working Conditions

Typical Office Environment
Occasional exposure to manufacturing
Monday – Friday, 7am – 4pm or variable schedule as determined by management.

Travel Requirement

Some travel (no more than 10%) may be required for this

Physical Requirements

NEVER

OCCASIONALLY

FREQUENTLY

CONTINUOUSLY

(0-30%)

(31-60%)

(61-100%)

LIFTING OR CARRYING

1-10 LBS

X

11-20 LBS

X

21-40 LBS

X

41-50 LBS

X

51 OR MORE LBS

X

Pushing Or Pulling

1-40 LBS

X

41-50 LBS

X

51 OR MORE LBS

X

BENDING OR STOOPING

X

REACHING ABOVE SHOULDER LEVEL

X

DRIVING AUTOMATIC EQUIP. VEHICLES

X

OPERATE MACHINERY OR POWER TOOLS

X

CLIMBING (LADDERS, STAIRS, ETC.)

X

WALKING

X

NEVER

OCCASIONALLY

FREQUENTLY

CONTINUOUSLY

(0-30%)

(31-60%)

(61-100%)

STANDING

X

SITTING

X

WORKING IN EXTREME TEMPERATURES

X

Repetative Motion Including But Not Limited To

WRISTS, HANDS AND/OR FINGERS)

X

VISION

X

HEARING

X

DEXTERITY

X

HAND EYE COORDINATION

X

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