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The purpose of the Customer Service Representative is to ensure project issues are handled in a timely fashion and in response to our customer’s needs, while striving to achieve the objectives of the company as a whole. This includes the timely processing of quotations, customer orders and all customer service related items.

Guidance and Authority

This position requires working with minimal supervision and direction on day-to-day issues.

Major or unusual issues would be discussed with the Coordination Group Leader and/or the Customer Service Manager.

Major Challenges

• Ensure company policies and procedures are being adhered to in the processing of orders through the various departments.
• Meet and/or exceed customer expectations.
• Achieve the goals and objectives established for the Customer Service group.
• Work closely with the other departments on project related questions/issues.

Specific Tasks

• Prepare quotes, bills of material and enter orders utilizing the CRM and bill of material programs.
• Ensure all departments have the information needed to meet schedules and deadlines established for the project.
• Expedite projects from time of order to final shipping to maintain delivery agreements.
• Communicate any changes in scheduling due to material, order processing or fabricating to the customer and internally in a timely fashion.
• Inform District Managers of progress and/or concerns for their client’s projects.
• Ensure Customer Service Files and the CRM contain all customer correspondence and up-to-date contact information.
• Ensure customer problems, complaints, back charges and extra costs are dealt with efficiently and resolved in a fair and business like manner.
• Site visits to resolve project problems maybe required from time to time.
• Ability to handle people in a diplomatic and courteous manner.
• Essential ability to build rapport with customers.

Requirements

• Previous Customer Service experience in a construction related field.
• Proficient in AutoCAD.
• A formal trade related degree or diploma would be an asset.
• Strong computer skills.
• Assertiveness, ability to motivate, results driven and customer focused.
• A leader with strong communication skills.
• Excellent problem solver with exceptional organizational skills.
• A high degree of professionalism.
• Ability to manage multiple tasks and prioritize work.
• Excellent time management skills.
• Team player.