Customer Service Representative in Beachwood, OH at Tremco Incorporated

Date Posted: 10/7/2019

Job Snapshot

Job Description

Tremco’s Commercial Sealants and Waterproofing (CS&W) division is seeking a Customer Service Representative in Beachwood, Ohio. The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

  • 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.
  • Make special requests such as color matching, special sales order process or Extruded Rubber Products (ERP) 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 the 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 Manage 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 communicate clearly in verbal and 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.