Customer Service Representative in Beachwood, OH at Tremco Incorporated

Date Posted: 11/6/2020

Job Snapshot

Job Description

Tremco's Commercial Sealants and Waterproofing division is currently searching for a Customer Service Representative / Resolution Specialist for the Beachwood, OH office. 

The Resolution Specialist provides exceptional service to customers and sales representatives as it relates to expediting problems or issues and solving them in a quick manager. This position also handles the special colors for U.S. Customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Ensure all complaints are accurately recorded in the appropriate systems while following ISO and SOX required procedures.
  • Utilize SAP to enter complaint information and supporting data, invoice and release credits, and update the status of complaints upon investigation completion.
  • Complete initial complaint follow-up and attain missing data from Customer Service Representative (CSR) or Sales Representative
  • Investigate complaints and service issues (i.e. incorrect invoices, freight charges, incorrect material or quantity, pricing and allowances) directly or by delegating to internal resources (shipping, pricing, technical, or quality) as appropriate.
  • Follow-up with internal employees as needed to resolve complaints within targeted timeline.
  • Obtain necessary approvals for returns and credits and process credits and debits in conjunction with Finance.
  • Obtain and continuously enhance a broad knowledge of product lines, delivery time and similar data as required relating to the business units being served.
  • Develop and maintain effective working relationships with team members, managers, and personnel in internal/external departments whose functions directly affect the service level to our customers.
  • Possess a thorough understanding of all interfacing departments (credit, distribution, inventory control, etc.)
  • Calculate claims submitted for customer specials and obtain approval for credits.
  • Order supplies and maintain the filing system for backorders, pick slips, credits, etc.
  • Complete monthly reports

EXPERIENCE:

  • Minimum 2 years of customer service experience, preferably in a high-volume call center environment
  • High school diploma or general education degree (GED)
  • Proficient in Excel and Microsoft Word
  • Strong organizational and planning skills
  • Ability to solve problems
  • Excellent phone skills
  • Proactive in identifying areas for process improvement
  • High degree of flexibility and the ability to multitask
  • Excellent written and verbal communication skills with the ability to read, write, and communicate fluently in English
  • Strong analytical abilities to be able to recognize errors, evaluate trends, and anticipate difficulties.
  • SAP experience preferred

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or vet