Customer Service Representative

Customer Service Representative Job

In our Customer Service role, you will deliver timely, high-quality sales support and customer service by guiding customers through the full order-to-cash process—from consultation to issue resolution—ensuring a seamless and positive experience. What's in it for you! Join an Award-Winning Team:
Be part of a business recognized for excellence and innovation. Thriving Team Environment:
Enjoy a workplace filled with camaraderie and a supportive team spirit. Customer Service Champion:
Play a pivotal role in our customer service team, making a real impact every day. Build Meaningful Connections:
Forge relationships across various departments, including sales, marketing, CAD, and more. Flexible Work Options:
After two years, enjoy the flexibility of a hybrid work model.

Essential Duties and Responsibilities include the following:

• Level I
  
  Essential Duties and Responsibilities
  • Responds, answers, and handles customer inquiries via 877 number
  • Responds/answers and handles Field Sales inquiries
  • Responsible for entering customer orders, creating and clearing shipments and deliveries for Ceilings, Grid and Walls
  • Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid.
  • Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution.
  • If necessary, appropriate escalation to management for approval
  • Obtains information for technical problem resolution related to transportation, logistics and planning, to satisfy our customers.
  • Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
  • Each Customer Focus Representative is responsible for customers and Field Sales that have been assigned.
  • Additionally, representatives are responsible to cover the entire service area during peak time periods
  • Exercises strong listening skills and problem-solving skills relative to customer inquiries
  • Demonstrates ability to learn, understand, and transfer knowledge
  • Transfers or escalates complex calls as appropriate
  • Develops effective written responses
  • Understands individual and team metrics
  • Meets or exceeds call quality metrics
  • Learn and follows Departmental Practices, Policies and Procedures
  • Learn SAP and how to find and utilize information within system
  • Follows through on customer issues until there is complete resolution and customer satisfaction
  • Utilize correct internal department resources to solve customer issues
• Level II
  
  Essential Duties and Responsibilities (include all duties in Level I)
  • Negotiate with transportation, logistics and planning teams to achieve customer satisfaction
  • Demonstrates proficiency for processing all types of Ceiling, Grid and Wall claims including analysis and research required for claims resolution and appropriate escalation to management for approval.
  • Responsible for completion and having a full understanding of technical problem resolutions related to transportation, logistics and planning to satisfy our customers.
  • Proactively offers support during peak times
  • Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
  • Understands and Interprets Policies and Procedures
  • Identifies areas for process improvement
  • Ability to prioritize work
• Level III
  
  Essential Duties and Responsibilities (include all duties in Levels I & II)
  • Demonstrates expertise in departmental Practices, Policies and Procedures as well as system capabilities
  • Able to answer questions in all Customer Focus Center subject areas
  • Participates in Kaizen as a subject matter expert
  • Trains and acts as resource to team members
  • Initiates proactive communications and provides input to management for Policies and Procedure or system enhancement changes
  • Decision-making skills for appropriate situation
  • Suggest and implement process improvements
  • Ability to interact and obtain support or influence from other departments
  • Ability to prioritize time and multi-task for maximum efficiency
  • Have established credibility with sales, plants and vendors
• Level IV
  
  Essential Duties and Responsibilities (include all…