Customer Service Representative

Job

Oldcastle® APG, a CRH Company, is North America's leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer's portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, Moisture Shield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.

Under the supervision of the Office Manager, this position responds to customer's inquiries regarding the organization's products or services. Determines best method to ensure customer satisfaction and adheres to the organization's policies. The individual in this role is responsible for answering product inquiries, taking customer orders, coordinating delivery with Dispatch, and coordinating with internal company departments and vendors in a fast-paced office.

Customers include homeowners, developers, contractors, and installers. This position is often combined with customer service initiatives and providing support to Outside Sales Representatives as needed.

• Handle customer inquiries, provide appropriate solutions and alternatives within time limits and follow up to ensure customer satisfaction.
• Keep customer records, process customer accounts and file all necessary documents utilizing the Sales Force database.
• Partner with the Outside Sales Representative regarding sales promotions and initiatives that require phone contact and follow-up.
• Coordinate mailings of literature and samples.
• Manage all aspects of the customer order fulfillment process from order entry through delivery, including communicating and coordinating delivery schedules with Dispatch and collaborating with customers to ensure timely communication of all facets of the order fulfillment process.
• Troubleshoot and resolve issues by taking appropriate action to ensure customer satisfaction, which may include price, service, and delivery adjustments to retain and achieve overall business goals with the customer.
• Stay current and up-to-date on customer market trends and new product(s).
• Know all product availability, use, benefits, and pricing structure.
• Refer to product catalogs and specification guides to determine related product uses and applications.
• Utilize corporate resources as required to nurture new accounts and retain existing accounts.
• Confirm all technical information with the customer and enter the orders into the system when required.
• Maintain complete knowledge of and comply with company and department policies, procedures, and standards.

• High school diploma / equivalent or a comparable combination of education, experience or training in a related field.
• Skilled in Microsoft Word, Excel and Outlook.
• Previous sales experience; knowledge of concrete masonry is a plus.
• Positive attitude and desire to work with a great team in a fast-paced environment.
• Basic math skills.
• Good organizational and problem-solving skills.
• Experience with multi-line phone system.
• Attention to detail.
• Pleasant phone personality.
• Ability to multi-task.
• Ability to sit for extended periods of time.
• Ability to perform repetitive motions of the wrist, hands and fingers to use a computer.
• Bending and some lifting.
• Extensive writing, phone and radio use.
• Tasks can be very repetitive.
• Ability to lift concrete products and other objects weighing up to 50 pounds from floor level to 4 feet high.
• Ability to provide assistance to others in moving heavier or bulkier objects.
• Have good depth perception and color discrimination.

• Highly competitive base pay.
• Comprehensive medical, dental and disability benefits programs.
• Group retirement savings program.
• Health and wellness programs.
• An inclusive culture that values opportunity for growth, development, and internal promotion.

CRH has a long and proud heritage. We are a collection of hundreds of family businesses,…