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Customer Service Representative - Original Equipment Manufacturer 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 Representative to support the Original Equipment Manufacturer (OEM) team.The Customer Service Representative provides customer service to external customers including end-users and internal customers (Sales Representatives) as it relates to processing OEM product orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Handle and maintain customer-specific processes, portals and/or systems as it relates to OEM.
  • Provide inside sales support and execute lead generation follow-up and reengagement activities by interacting with potential and current customers.
  • Process sales orders for OEM including special price requests.
  • Respond to customer calls, emails, and faxed requests.
  • 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 and/or sales representatives 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 of 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; Previous sales support experience preferred.

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:

  • SAP experience preferred.

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