CSS - Customer Service Specialist

Description

Spectra Gutter Systems, founded in 1978, is a leading manufacturer and distributor of aluminum rainware products across North America.

With over 35 locations nationwide, we support customer success and business growth through innovation and operational excellence.

Our culture is built on core values including integrity, stewardship, people-first mindset, innovation, and servant leadership.

We are committed to maintaining a strong safety culture that protects employees, customers, and communities.

We uphold the highest standards of quality through continuous improvement and innovation.

Our operations focus on efficient inventory management and reliable product delivery.

We prioritize exceptional customer service and long-term relationship building.

We drive success by achieving and exceeding location-based performance goals.

We invest in our people by developing talent and fostering a collaborative work environment.

We ensure long-term success through strong financial management and strategic growth initiatives.

The Customer Service Specialist is responsible for delivering exceptional customer support while serving as the primary point of contact for customers. This role handles inquiries, resolves issues, and ensures a seamless and positive customer experience.

In addition to customer support, this position plays a key role in strengthening customer relationships, supporting retention, and identifying opportunities to grow business through upselling, cross-selling, and new account development.

• Serve as the main point of contact for customer inquiries via phone, email, and other communication channels
• Actively listen, assess customer needs, and provide accurate, timely solutions
• Troubleshoot and resolve customer concerns, complaints, or service issues
• Maintain a professional, positive, and customer-focused approach in all interactions
• Accurately document customer communications and resolutions in the system

• Develop strong knowledge of company products, services, and processes
• Assist customers with order processing, product selection, and service-related requests
• Ensure accuracy and efficiency in handling orders and customer requests
• Identify opportunities to improve processes and enhance the customer experience

• Ensure customers are utilizing the appropriate product mix based on their needs
• Identify and pursue upselling, cross-selling, and new business opportunities
• Build and maintain strong, long-term customer relationships
• Support customer retention efforts through proactive communication and service
• Contribute to revenue growth by delivering value-driven customer interactions

• Customer-focused mindset with a passion for delivering outstanding service
• Strong active listening and problem-solving abilities
• Professional, clear, and confident communication skills
• High attention to detail and accuracy in documentation and order handling
• Adaptability and willingness to learn new systems, products, and processes
• Ability to collaborate effectively with cross-functional teams (sales, operations, etc.)
• Strong time management and organizational skills
• Sales awareness with the ability to identify opportunities to support business growth

• High school diploma or GED required
• 1–2 years of customer service experience (call center, retail, administrative, or similar environment)
• Basic computer proficiency, including CRM systems and Microsoft Office
• Strong written and verbal communication skills
• Ability to work in a fast-paced environment and manage multiple priorities