Customer Service Representative

Job Title: Customer Service Representative

Reports To: Customer Service Manager

Job Status: Hourly

At Altenloh, Brinck & Co. US, we create opportunity through growth—for the people who build, the teams who support them, and the communities they serve. We design and manufacture engineered fastening solutions that professionals trust to perform – solutions that make work safer, stronger, and more efficient. Through innovation, quality, and disciplined execution, we deliver products that stand behind the structures people rely on most.

• In Service to Others – We put teammates, customers, and communities first.
• Do the Right Thing – We act with integrity, even when no one is watching.
• We Get It Done – We deliver on commitments with urgency, grit, and pride.
• Empowerment – We trust and equip each other to make decisions that drive progress.
• Be Positive – We bring energy and optimism to every challenge.

Altenloh, Brinck & Co. US, Inc. manufactures and distributes engineered fasteners under the SPAX® brand for the construction market, TRUFAST® for the commercial roofing industry and TRUFASTWalls® for exterior building envelopes and facades. The Customer Service Representative is key in helping us build and maintain relationships with customer contacts. The individual will perform activities such as following up on customer requests for information, processing customer orders, researching issues including shipping issues, and maintaining customer records.

• Free employee medical, dental, and vision insurance @ 30 days
• Eligible to participate in the company’s incentive plan
• Employee referral ($2,000)
• PTO @ 90 days
• Company match 401k @ 6 months

• Manage xSuite SD Monitor to ensure all orders are processed within 24 hours
• Manage Group Inboxes to ensure timely responses
• Build and maintain relationships with the appropriate customer contacts.
• Follow up in a timely manner with customer requests for information i.e. pricing, inventory availability, shipping information and issues, job quotes, product information, etc.
• Run weekly Open Order Report and verify inventory, coordinate with Supply Chain, notify customers of any changes or delays

• Receive, process, and route incoming customer orders to meet customer expectations. Send order confirmations in a timely manner for all orders processed.
• Provide shipment information, tracking, invoices, packing slips, etc. as requested. Research and expedite lost or late shipments.
• Process EDI orders (reporting, open/close lines, corrections)
• Back-up other representatives in their absence. Cross-train on all customer specific activities.
• Coordinate with other Departments:
• Accounting –on collection issues & assist as needed.
• Warehouse/Shipping –Communicate ship dates, product availability issues etc.
• Provide product information/literature, technical information and customer pricing etc. as requested.
• Remain up to date on show specials or promotional pricing
• Manage customer score cards, metrics, and compliance (including dispute resolution).
• Maintain customer specific procedures:
  Detailed so others can step in as needed.
• Process “Customer Shipments” from the remote warehouses.
• Maintain ISO procedures relevant to department:
  Cust Complaint Logs, Lost Orders, RMA, Work Inst., etc.
• Job quotes processing:
  Collect information and provide quote in conjunction with RM, VPs, Controller.
• Attend sales meetings as scheduled.
• Reception duties:
  Incoming phone calls and lobby window assistance as needed.
• Other assign duties as assigned

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Up to 10%

Previous customer service experience is required, at least 1 year.

• Superior written and oral communication skills.
• Detail oriented.
• Computer aptitude (Excel, Word, PDF Software).
• Familiar with EDI and Customer Portals
• Knowledge of xSuite software a plus
• Self-motivated with ability to prioritize workload in a fast-paced environment.
• Team player – within department and other departments.
• Interacts with customers in a positive and professional way.
• Dependable.

Remaining in a stationary position, often standing or sitting for prolonged periods. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, and to stand, walk, reach, bend or lift up to 25 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All candidates receiving an offer of employment must successfully complete a background check and any other tests that may be required.