The responsibilities include, but are not limited to developing and maintaining positive and professional relationships with his/her fellow Team Members. The Customer Service Specialist is also responsible to ensure that customer engagement and satisfaction is maximized and maintained amongst external customers including roofing contractors, distributors and builder customers, as well as our internal customers which includes the sales team, production and yard team and management.
The Customer Service Specialist’s customer engagement and satisfaction opportunities exist daily from phone interactions, accurate and timely order submission and confirmation creation to the accurate shipment of materials within the promised due date and stated truck turnaround time goal.
In an effort to ensure timely delivery of products an Customer Service Specialist will attimes work with the scheduling manager to resolve availability concerns which may arise from production constraints, increased demand or customer driven mistakes. Regardless of circumstance, the Customer Service Specialist will always seek to satisfy the customer’s needs within the confines of what is deemed possible and proper.
As is the case for all Team Members, the Customer Service Specialist is responsible for uncompromisingly upholding the visions, values and objectives
CUSTOMER SERVICE SPECIALIST (CSS) PRIMARY FUNCTIONS:
Communication:
Will have primary responsibility to answer phone calls and respond to requests from external and internal customers
Orders:
Promptly print purchase orders and respond to emails ensuring all purchase orders are accounted for and emails are responded to in a timely manner.
Enter orders accurately within four hours after arrival of each order, whether received via online,email, fax or phone.
Provide order confirmation within four hours to each roofer or distributor as required.
Constantly monitor/update customer’s orders to ensure that all information on their order is complete and accurate as to product load (field and trim) and the date(s) requested.
Prioritize and process shortage orders and revisions to orders
Maintain past due open orders
Shipping:
CSS is responsible for all aspects of the shipping process. Including but not limited to:
a. Verification of purchase order requested to ship
b. Verification total load is within weight requirements/guidelines
c. Resolve any discrepancies prior to driver leaving the yard
d. Confirm we are not over or under shipping customer order
e. All required trucking information is entered on all bills of lading
f. Watch for special instructions for outer territory (OT) shipments.
Availability:
CSS will request production for orders that are within 2-3 week working range.
If for some reason product is unavailable work with the customer service manager to communicate andresolve the issue in a timely manner focusing on what’s best for the customer.
Inventory:
CSS is responsible for participation in quarterly physical inventory process
Intangibles:
It is expected that all Team Members will uncompromisingly uphold the
company ’ visions, values and objectives (VVO’s)
CUSTOMER SERVICE SPECIALIST WORK ENVIRONMENT:
CSS will be seated at desk throughout shift.
CSS will be in an environments in which multiple lines of phones will ring throughout the day.
CSS will be expected to multi-task throughout his/her shift.
POSITION REQUIREMENTS:
Education and/or Experience:
0 to 3 years of related experience and/or training.
Language Skills:
Ability to read and interpret documents. Ability to respond effectively to inquiries or complaints. Must possess the communication skills, both verbal and written needed to relay information to customers and other employees in a professional, positive and constructive manner.
Reasoning Ability:
Ability to define problems, collect data, establish facts and draw conclusions.
Teamwork:
Must work harmoniously with all personnel, including all other departments, and follow all company rules,
regulations and procedures associated with professional sales/marketing methods and requirements.
Project Management:
Must be able to manage multiple projects and complete them in a timely manner.
PC Literate:
Must be PC and software literate to include Word, Excel, Outlook and Salesforce. Must have the ability
to learn and understand Eagle’s ERP system.
Job Types: Full-time, Part-time
Pay: $17.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Work setting:
Ability to Relocate:
- Phoenix, AZ: Relocate before starting work (Required)
Work Location: In person