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Customer Service Specialist - New Business Development in Beachwood Campus at Tremco Incorporated

Date Posted: 2/17/2019

Job Snapshot

Job Description

Tremco's Commercial Sealants and Waterproofing division is seeking a Customer Service Specialist to support the New Business Development (NBD) team. The Customer Service Representative provides customer service to North American external customers and internal customers as it relates to processing product orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond to customer calls, emails, and faxed requests.
  • Handle and maintain all customer specific processes and/or systems as it relates to New Business Development customer base.
  • Understand and manage price change process. Including notification to internal and external parties.
  • Main point of contact for service and product complaint resolution.
  • Coordinates new product setup or changes with Product Management and Operations and communications with customers. 
  • Handle large volumes of calls, emails, and faxes. Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.).
  • Accurately key orders into the system.
  • Check stock availability to confirm orders.
  • Ensure all orders are shipped and invoiced promptly and accurately.
  • Keep customer advised of anticipated ship dates and any delays regarding orders.
  • Be proactive in communicating changes to orders.
  • Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
  • Follow International Organization for Standardization (ISO) required procedures as related to the customer service function.
  • Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
  • Suggest potential alternatives/solutions to customer concerns.
  • Supply Material Safety Data Sheets (MSDS) upon request and as required.
  • Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).

EDUCATION

  • High school diploma or general education degree (GED).

EXPERIENCE

  • A minimum of 2 years of customer service experience, preferably in a high-volume call center environment.

OTHER SKILLS AND ABILITIES:

  • Must be able to clearly communicate verbally and in written form in a professional manner.
  • Strong proficiency with Microsoft Office applications required.
  • Understanding of Lean Management Principles is an asset.

OTHER QUALIFICATIONS:

  • Systems Applications and Products (SAP) Preferred.

​ Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.