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 Specialist provides customer service to North American external customers and internal customers as it relates to processing product orders.




ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customer calls, emails, and faxed requests.
  
  
  


• Handle and maintain all customer-specific processes and/or systems as it relates to the New Business Development customer base.
  
  
  


• Understand and manage the price change process including notifications to internal and external parties.
  
  
  


• Serve as main point of contact for service and product complaint resolution.
  
  
  


• Coordinate new product setup or changes with Product Management and Operations and communications with customers.
  
  
  


• 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.
  
  
  


• Check stock availability to confirm orders.
  
  
  


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


• Keep customer advised of anticipated ship dates and any delays regarding orders.
  
  
  


• Be proactive in communicating 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).
  
  
  

• High school diploma or general education degree (GED)

• Two to four years related customer service experience and/or training.
  
  


• Experience with key accounts or private label is highly preferred.
  
  
  

• Must be able to communicate clearly and professionally both in verbal and written form.
  
  
  


• Strong proficiency with Microsoft Office applications required.
  
  
  


• Understanding of Lean Management Principles is an asset.
  
  
  


• Demonstrates office etiquette including; communication, decision making, and problem solving.
  
  
  


• Participate in role rotations in resolutions, pricing, international, RW, OEM, EPR, Core to gain knowledge on internal department positions.
  
  
  
  
  

• SAP Preferred
  


• Possess a strong understanding of SAP including running sales reports, extending codes, material master, customer master, listings/exclusions, etc.
  
  
  


• Supply MSDS upon request and as required.