Customer Service Representative

Why do we need you ?

The Customer Service Representative plays a critical role in delivering a positive customer experience by providing expert support in machine troubleshooting, spare part identification, order processing, and proactive communication. This position is responsible for ensuring customer needs are fully understood, addressed promptly, and resolved to the highest standard. By serving as a key point of contact, the Customer Service Representative helps build strong customer relationships and contributes directly to customer satisfaction and loyalty.

This role reports to the Customer Service & Inside Sales Manager.

DUTIES/RESPONSIBILITIES

Order intake:

* Sales order processing, including order entry through Salesforce, customer credit verification, new customer set-up, and order follow-up.

* Receive and process order requests from customers in an efficient and expedient manner.

* Provide price and availability information for service, spare parts, and new equipment.

* Sales Technical Support:

* Provide machine repair and troubleshooting advice to customers using excellent telephone skills and in-depth knowledge of Machine Works' equipment.

* Properly escalates the most complex issues to appropriate personnel for resolution, and tracks issues through to completion, ensuring necessary follow-through on all open items.

* Respond to customer calls, emails, and faxes pertaining to quotes, RMAs, and follow-up on orders.

* Liaison among customers, internal operations, and field sales personnel, regarding information related to customer orders and inquiries.

Acknowledge orders through the e-commerce website, following the same process as an order entry

Other

Duties & Responsibilities May Include:

* Complete other assigned tasks as assigned.

* Cross Training (cover areas when individuals are on vacation.

Is this job for you ?

* Bilingual (English/Spanish) required. This role requires the ability to communicate clearly and professionally in Spanish, both verbally and in writing, to assist Spanish Speaking customers with questions and support needs

* High school diploma, required

* A.S., B.S., B.A., preferred

* Related experience in Supply Chain, Customer Service, or Logistics, preferred (2 to 3 years)

* Hands on experience with order entry, required (2 to 3 years)

* Mechanical background in automotive and electrical systems, required (2 to 3 years)

* Experience with , preferred

* Knowledge of SAP ERP operating systems, inventory management, manufacturing processes, production scheduling, required (2 to 3 years)

* Ability to read and interpret diagrams and technical prints

A little more about us

At Saint-Gobain/Certain Teed, our employees have pride in belonging to an organization whose culture is made up of these core values:
Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms, while our products make the world a more beautiful, safer, and sustainable home.

Being a worldwide leader in light and sustainable construction, Saint-Gobain/Certain Teed designs, manufactures, and distributes materials and services for the construction and industrial markets. Its integrated solutions for the renovation of public and private buildings, light construction, and the decarbonization of construction and industry are developed through a continuous innovation process and provide sustainability and performance. The Group's commitment is guided by its purpose, "Making the World a Better Home."

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

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