• Customer Service Representative

    Job Location US-OH-Toledo
    ID
    2018-4085
    # of Openings
    6
    Category
    Customer Service/Support
    Type
    Contract to Permanent (Full Time)
  • Overview

    The Customer Service Associate is the first point of contact to address our customer needs and creates solutions in the best interest of our customers and client. This position engages and collaborates with external customers and internal partners to make our client the supplier of choice. The Customer Service Associate will devote greater than 80% of the time to customer interaction through phone, fax and email. The CSS is a team player, adaptable to change, and is an active learner who seeks out and learns market trends and behaviors. This role is part of Customer Operations within the Supply Chain Team. 

    Reports to: Customer Service Team Leader 

    Span of Control: Individual role with assigned responsibilities 

    Responsibilities

    1. Provide quality service to internal and external customers. 
    • Handle incoming calls, emails and web inquiries regarding our products and programs 
    • Ensure a timely and professional response 
    • Enter all relevant information regarding inquiries into our system 
    • Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order or claim status, and/or product availability 
    • Advise customers on products and programs to promote the OC brand and drive overall sales 
    • Follow up with customers as requested 

    Metrics: 
    • Call quality score 
    • Customer feedback 
    • Information accuracy 
    • Adherence to schedule 

    2. Operate in a Waste Free Environment 
    • Effectively use Lean Sigma methodology and tools (standard work) to support a waste free environment 
    • Identify and take action to eliminate non-value added activities within day to day operations 
    • Identify opportunities for, develop, maintain and execute Standard Work 
    • Understand and promote the use of customer tools and technology 

    Qualifications

    MINIMUM QUALIFICATIONS: 
    • High School diploma or equivalent (Associates or Bachelors Degree preferred) 
    • At least one year work experience in a customer facing environment 

    EXPERIENCE: 
    • Order entry 
    • Building materials experience 
    • 1-3 years prior work experience 
    • Prior experience working in a team environment 
    • Demonstrated ability to work independently 

    KNOWLEDGE, SKILLS & ABILITIES: 
    • Fluency in Microsoft Applications (Word, Excel, Outlook) 
    • Knowledge of building materials industry preferred 
    • Supply Chain knowledge 
    • Strong oral & written communication skills 
    • Supportive and adaptive to a change management initiatives 
    • Exceptional listening skills

     

    What we offer: 
    • World Headquarters location providing a professional environment. 
    • Free parking 
    • Extensive training to prepare you for future success 
    • On-going training and professional development 
    • Career opportunities based on performance 
    • Regular feedback 
    • Clear expectations 
    • Competitive wages 
    • Team environment 
    • Minimal to no weekends and holidays

     

    #CB

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