JOB DESCRIPTION



Tremco Construction Products Group brings together Tremco CPG Inc.'s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc.

Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.



GENERAL PURPOSE OF THE JOB:



The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.





ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customer calls, emails, and faxed requests in a timely and professional manner.
  
  


• Handle large volumes of calls, emails, and faxes.
  
  Respond to all aspects of customers' and representatives' inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.)


• Accurately key orders into the system.
  
  


• Manage and coordinate special pricing and customer portals.
  
  


• Check stock and inventory availability to confirm orders.
  
  


• Make special requests such as color matching, special sales order process or (ERP) orders.
  
  


• Ensure all orders are shipped and invoiced promptly and accurately.
  
  


• Keep customer and/or sales representatives advised of anticipated ship dates and any order delays.


• Proactively communicate changes to orders.
  
  


• Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
  
  


• Follow ISO required procedures as related to the customer service function.
  
  


• Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
  
  


• Suggest potential alternatives/solutions to customer concerns.
  
  


• Supply MSDS upon request and as required.
  
  


• Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).
  
  

• Must be able to clearly communicate verbally and in written form in a professional manner.


• Strong proficiency with Microsoft Office applications required.


• Understanding of Lean Management Principles is an asset.
  
  


• SAP experience preferred.